Restore service
Incident Management
Priority is derived from impact against urgency; any override is authorised and justified. Major incidents add stakeholder communication and a post-incident review.
Incidents in scope
3
Visible to the current role
Major incidents
1
P1 or declared major
Needs attentionSLA exposure
1
Response or resolution clock at risk
Needs attentionResolved
1
Awaiting or past closure confirmation
Resolution SLA target was breached by 28 minutes.
Required action: Corrective action ACT-2026-0031 owned by the service owner until verified recovery.
Authorised role: Service owner / Digital Quality
A duplicate incident candidate was suggested and is not merged automatically.
Required action: Service desk must confirm or dismiss the duplicate relationship.
Authorised role: Service Desk L1
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| Record | Title | Status | Owner | Timing | |
|---|---|---|---|---|---|
| INC-2026-00189 | Corporate Email unavailable for all users Closed. Two PIR actions remain owned in the action register. | ClosedP1 — Major Incident | Khalid Al-Mutairi Messaging Operations | Breached by 28m | |
| INC-2026-00204 | GIS Platform slow for planning users Confirm whether INC-2026-00205 is a duplicate before further diagnosis. | In ProgressP3 | Omar Al-Dossary Geospatial Services | 6h 50m remaining | |
| INC-2026-00205 | Cannot open large GIS layers On hold — awaiting the duplicate decision on INC-2026-00204. | On HoldP4 | Noura Al-Salem Geospatial Services | Paused — Awaiting duplicate determination |