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How to detect major incidents with AI as soon as they occur

Major incidents can have a wide impact if not addressed quickly. InvGate Service Management helps you act faster with AI-powered proactive detection, which analyzes reported incidents, flags those that might be major incidents, and notifies managers right away.

With this functionality, you’ll reduce delays and make informed decisions before disruptions escalate.

#1. Enable proactive detection

To start using this functionality, log in as an administrator:

  1. Go to Settings > AI Hub > Proactive detection.
  2. Activate the Major Incident Detection toggle.

Once enabled, InvGate AI begins monitoring reported incidents and assessing their potential impact.

#2. Manager notifications

When AI identifies a candidate for a major incident:

  1. Managers receive a system notification in InvGate Service Management.
  2. An email notification is also sent to the designated managers.

Clicking on the notification leads directly to the manager’s view, where the candidate and the AI’s reasoning are displayed.

#3. Reviewing major incident candidates

In the manager’s view, you’ll see:

  1. The incident flagged as a major incident candidate.
  2. The explanation from InvGate AI on why it was identified.

Based on this, you can:

  1. Create a major incident – You’ll be redirected to the request creation form, with Title, Description, and Priority pre-filled, and the related incidents linked.
  2. Ignore the suggestion – The candidate is dismissed for your user only, but remains visible to other managers.
Note: If another manager has already created a major incident from the same candidate, the system notifies you when you attempt to do the same. This keeps your records consistent and prevents duplicate major incidents.