The Structured Review is your internal record of the incident: what happened, when, why, and how it was fixed. A Major Case can't be closed until every required section is complete and the review is finalised. That makes sure the facts are written down while they're fresh, before the customer-facing Reason For Outage is written.
It's on the Major Case's Structured Review tab. Everyone can read it. Only users with the MSO Team or MSO Manager role can edit, finalise or amend it. Everyone else sees View only. The MSO team completes this review.
Where it starts
Version 1 is created when the case is promoted, with the incident description, start time, severity and Named Incident Manager already filled in from the Promote dialog. You land on this tab straight after promoting.
The status label at the top shows where it is: v1 in progress, v1 complete (every required section filled in, not yet finalised) or v1 finalised.
What to fill in
Fields marked * are required. Write in neutral, factual language. This is an internal record first, and the basis of the Reason For Outage your customers will read.
Section | Fields |
What happened | Incident description *, Start date and time *, Resolution date and time *, Severity / SLA classification *, Named Incident Manager * |
Timeline and cause | Background and factual timeline * (the sequence of events, with times), Root cause * |
Resolution | Solution provided *, Follow-up actions (optional) |
Alongside the form:
Required sections ticks off each section as it's completed. It includes Affected assets, which is ticked once at least one product or service is on the Major Case or any linked case. See Affected assets on a Major Case.
Duration shows the outage length, for example 3d 4h 05m, worked out from the start and resolution times.
Changing the Named Incident Manager here changes it on the Major Case too.
Save as you go
Click Save. The message tells you what's still missing, for example Structured Review saved. Still missing: Root cause, Solution provided. When everything's in, it says Every required section is complete.
Finalise the review
Make sure every required section is complete and saved. Finalise review stays greyed out until the saved review is complete, so click Save first.
Click Finalise review and confirm. Your latest changes are saved first.
You'll see Structured Review v1 finalised. The Major Case can now be closed. The review becomes read-only, and the header shows who finalised it and when.
Change a finalised review
If you need to correct a finalised review, click Amend (new version) and confirm. A new version opens with the same content for you to edit. The finalised version is kept, with its author and date, and listed under Versions. Finalise the new version again when you're done.
You can amend after the Major Case is closed. The Reason For Outage PDF takes its start and resolution times from the latest version, so finalise any amendment before the RFO is published.
Next
Once the review is finalised, you can close the Major Case. See Close a Major Case.