Maintain flexibility in your support processes by de-escalating major incidents when impact and severity decrease. Authorized users can demote a major incident back to a standard incident without disrupting existing approval work items or ongoing resolution efforts. Align your IT help desk's response with the actual business needs, and allow for dynamic adjustments as situations stabilize.
Where: This change applies to Lightning Experience in Unlimited, Enterprise, and Performance Editions with Agentforce IT Service.
Who: To manage major incidents, you need the Major Incident Fulfiller permission set group.
How: On an incident record that’s marked as a major incident, click Demote Major Incident. The record is then treated as a standard incident but can be promoted or proposed as a major incident if the situation escalates again. A banner is displayed on the incident record to notify the incident owner and stakeholders about the status change.