Abstract: Scheduling information for each of plural shifts of an on-call schedule is set based on user operation at design-time within an on-call scheduling user interface. The scheduling information includes an escalation path graphical outline having at least one escalation step element and a corresponding wait duration element. An escalation path associated with a current one of the plural shifts of the on-call schedule at run-time is executed in response to a predetermined condition being satisfied. An on-call user associated with the current one of the shifts is notified based on the escalation path. The escalation path is configured to make a first notification attempt to notify the on-call user based on a first attempt contact preference selected by the on-call user, and make a second notification attempt to notify the on-call user based on a second attempt contact preference selected by the on-call user.

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: Scheduling information for each of plural shifts of an on-call schedule is set based on user operation at design-time within an on-call scheduling user interface. The scheduling information includes an escalation path graphical outline having at least one escalation step element and a corresponding wait duration element. An escalation path associated with a current one of the plural shifts of the on-call schedule at run-time is executed in response to a predetermined condition being satisfied. An on-call user associated with the current one of the shifts is notified based on the escalation path. The escalation path is configured to make a first notification attempt to notify the on-call user based on a first attempt contact preference selected by the on-call user, and make a second notification attempt to notify the on-call user based on a second attempt contact preference selected by the on-call user.

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.