---
schema_version: "1"
id: 9620177b22a3f220c18c124130cbce92b9fb65c37bc557a398eb4574c98c9868
title: Demote Major Incidents for IT Services
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/it_srvcs_inc_demote_maj_inc.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_demote_maj_inc.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 2e5b7a5a088d7c53c558cbe4ab3508ff0c898f925bd331864dd2edcdba290359
description: Demote a major incident back to a standard incident when the impact is reduced, directly from the Incident record page.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Demote Major Incidents for IT Services

Demote a major incident back to a standard incident when the impact is reduced, directly from the Incident record page.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
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        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d32295e70">User Permissions Needed</th>
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        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d32295e70 ">To demote major incidents:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d32295e70 ">Major Incident Manager</td>

          </tr>
        </tbody>
      </table>

1. Open major incident record you want to demote.
2. On the incident record page, click **Demote Major Incident**.
3. In the **Major Incident Status Comments**, enter the reason for demotion.
4. Save your changes.

The system updates the incident so it's no longer treated as a major incident. The banner is updated to notify stakeholders that the incident is demoted.