Abstract: An embodiment may involve persistent storage containing a representation of an escalation path including an ordering of groups, wherein the groups each represent agents and include maximum numbers of contact attempts, maximum times to wait after the contact attempts, and channels for each of the contact attempts. The embodiment may also involve processors configured to: (i) receive an indication that an event has occurred; (ii) perform attempts to contact the agents in the groups; (iii) receive a request for live tracking of the attempts; (iv) generate a representation of a graphical user interface that identifies: a current agent for which contact is being attempted, a number of attempts made to contact the current agent, and a time at which either a subsequent attempt or an escalation to a subsequent group is to be made; and (v) provide the representation of the graphical user interface.

Abstract: A service request is received. A universal service request ticket is created for the service request. The service request is routed to a dynamically selected service domain including by creating for the dynamically selected service domain a child service request ticket of the universal service request ticket. A status of the universal service request ticket is updated based on a status of the child service request ticket of the dynamically selected service domain.

Abstract: An embodiment may involve persistent storage containing a representation of an escalation path including an ordering of groups, wherein the groups each represent agents and include maximum numbers of contact attempts, maximum times to wait after the contact attempts, and channels for each of the contact attempts. The embodiment may also involve processors configured to: (i) receive an indication that an event has occurred; (ii) perform attempts to contact the agents in the groups; (iii) receive a request for live tracking of the attempts; (iv) generate a representation of a graphical user interface that identifies: a current agent for which contact is being attempted, a number of attempts made to contact the current agent, and a time at which either a subsequent attempt or an escalation to a subsequent group is to be made; and (v) provide the representation of the graphical user interface.

Abstract: An incident management interface enables an operator to track progress in resolving an incident and includes a first, second, and third selectable feature. The first selectable feature presents a summary of at least effects of the incident and resolution activity, the second selectable feature enables the operator to create, edit, and administer one or more communication tasks associated with one or more client devices, and the third selectable feature enables the operator to manage one or more conference calls with a variety of agents. The first selectable feature, the second selectable feature, and the third selectable feature are each selectable from a screen of the unified incident management interface.

Abstract: A system may include (i) a database disposed within a computational instance of a remote network management platform that manages a managed network and (ii) server device(s) associated with the computational instance. The database is configured to store records related to issues with configuration items of the managed network, each record assigned to one of a plurality of states including: a first state for newly-opened records, a second state for records undergoing assessment, a third state for records undergoing root cause analysis, a fourth state for records with a fix in progress, a fifth state for resolved records, and a sixth state for closed records. Additionally, the server device(s) are configured to generate and provide graphical user interface panes to a client device associated with the managed network, each of the graphical user interface panes corresponding to one of the plurality of states for a particular record.

Abstract: A system may include (i) a database disposed within a computational instance of a remote network management platform that manages a managed network and (ii) server device(s) associated with the computational instance. The database is configured to store records related to issues with configuration items of the managed network, each record assigned to one of a plurality of states including: a first state for newly-opened records, a second state for records undergoing assessment, a third state for records undergoing root cause analysis, a fourth state for records with a fix in progress, a fifth state for resolved records, and a sixth state for closed records. Additionally, the server device(s) are configured to generate and provide graphical user interface panes to a client device associated with the managed network, each of the graphical user interface panes corresponding to one of the plurality of states for a particular record.

Abstract: An incident management interface enables an operator to track progress in resolving an incident and includes a first, second, and third selectable feature. The first selectable feature presents a summary of at least effects of the incident and resolution activity, the second selectable feature enables the operator to create, edit, and administer one or more communication tasks associated with one or more client devices, and the third selectable feature enables the operator to manage one or more conference calls with a variety of agents. The first selectable feature, the second selectable feature, and the third selectable feature are each selectable from a screen of the unified incident management interface.