Salesforce Docs Portal

Set Up Settings for Major Incidents for IT Services

Configure settings for major incidents so that critical escalations are handled smoothly by the IT team with minimum disruption and increased transparency.

Required Editions

Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To set up major incident configurations: View Setup and Configuration
  1. Create or identify a public group to designate as major incident managers.
  2. Assign major incident manager permissions.
    See Incident Management Permissions for IT Services and assign the required permission set group and other necessary permission sets to all users who are part of the major incident group.
  3. Configure major incident settings.
    1. From Setup, go to Major Incident Management.
    2. In the Select User Group for Major Incident Approver field, search for and select the name of the public group.
      After the setup is complete, major incident managers can promote incidents directly from the incident record page by clicking the Promote to Major Incident button.
    3. Optionally, turn on Automatically create a problem record when an incident is approved as a major incident.