Outage Shield & Major Incidents

When an ISP link, email service, or core switch fails, many people at one company report it at once. Outage Shield keeps that from swamping the desk.

Storm detection

FlowPSA raises an incident storm when:

1. Three or more open or in-progress tickets come from the same company,
2. they share a service keyword such as internet, email, VPN, server, or printer, and
3. they arrive within a rolling 60 minutes.

A banner appears on the queue and on each matching ticket, for example: Acme Corp, 7 incoming incidents matching "VPN gateway unreachable."

Declare one major incident

Promote the primary ticket to a major incident. Matching tickets link to it as children. Major incidents jump the dispatch queue, and linked client contacts see a status banner in the client portal.

Your governance profile can require a named incident commander and a root cause before a major incident closes.

Close the cluster in one step

When service is restored, resolve the major incident with cascade resolution. FlowPSA resolves every linked child ticket, writes the root cause and resolution to each child timeline, notifies the original requesters, and logs labor on the primary ticket.

Cascade resolution is a person's decision. MCP agents can detect storms with detect_incident_storms, but they cannot run a cascade resolution.

Related guides

• Smart Dispatch & Queues
• The Resolution Gate
• Resolution Memory

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