Nelson –
This is what the Major Incident field and Outage tab are designed to support.
The Major Incident field is used to denote a critical outage. You can set up a notifications aligned to this field to help alert appropriate individuals of the situation.
Once the service is restored, a post incident review should be performed and the Outage tab completed with the resulting information. These incidents are often followed by Problem management in order to determine the root cause and identify a permanent resolution to prevent the crisis from recurring.
Carol