Major Incident/Possible Issue

Controls alerting, incident creation, and cluster classification behavior for Aisera's major incident detection.

The Settings > Configuration > Major Incident section controls how Aisera alerts on major incidents, automatically creates incident records in connected systems of record, and surfaces incident clusters for operator review. These are tenant-level settings that apply across all bots on your tenant.

Send an e-mail to notification destinations

Type	Checkbox
Default	Disabled

Sends an email to the ticket reporter's email address when Aisera creates or updates their ticket. Enable this when your users prefer email delivery in addition to their standard notification channels such as Slack or Teams, or when your organization requires an email audit trail for ticket activity.

{% hint style="info" %} Your tenant must have Simple Mail Transfer Protocol (SMTP) configured before this setting has any effect. If SMTP is not configured, Aisera sends no emails. Aisera sends the email to the ticket reporter only, not to other subscribers or watchers on the ticket. {% endhint %}

Outage Probability Threshold

Type	Integer
Default	85

No description available.

Score Threshold

Type	Integer
Default	8

No description available.

Create Incident on System of Record for MI

Type	Checkbox
Default	Disabled

Automatically creates a Critical-priority incident in your system of record when a major incident's score or outage probability crosses the configured thresholds. Enable this when your operations team uses a system of record as the authoritative source for incident response and you want major incidents detected by Aisera to appear there without manual intervention. Aisera creates at most one tracking incident per major incident, so subsequent threshold crossings do not create duplicates.

Configure a system of record connector for your tenant before enabling this setting.

Outage Probability Threshold

Type	Integer
Default	85

No description available.

Score Threshold

Type	Integer
Default	8

Accuracy Threshold

Type	Integer (0–100)
Default	0 (filter disabled)

Sets a minimum confidence floor for the major incidents list view. When set to a non-zero value, the list shows only incidents whose outage probability or AI score meets or exceeds the configured percentage. Configure this when your major incidents list is too noisy with low-confidence detections. Raising the threshold narrows the view to incidents the model is more certain about.

This filter applies to the major incidents list view only. It does not affect Slack notifications, automatic incident creation in your system of record, or any backend processing.

Cluster Class Filter

Type	Condition editor
Default	Not configured

Defines ticket-based conditions that Aisera uses to classify incident clusters as Watchlist, a status for patterns the system recognizes as important potential issues worth monitoring closely. When conditions are configured, Aisera evaluates each cluster by checking whether any of its associated tickets satisfy the criteria. Aisera promotes matching clusters to Watchlist status; clusters that do not match remain Unknown. Configure this when you want Aisera to automatically surface clusters tied to specific ticket characteristics, such as a particular service, category, or priority, without requiring manual review of every cluster.

Click Edit to open the Cluster Class Filter dialog. Click + Add Condition to add one or more condition rows and configure the following for each.

Field Name

The ticket field to evaluate. Select a value from the dropdown. Available fields include category, subcategory, service, and priority.

Field Condition

The operator and value to match against the selected field.

After configuring all conditions, click OK to save. Aisera applies the filter immediately in the background.

Removing all conditions reverts all Watchlist clusters to Unknown.