---
schema_version: "1"
id: b7375d8c379f1364511c7c4abe2a32b04ef90ff579e4ca0450643b6af82012b2
title: Set Up Settings for 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_direct_promote.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_direct_promote.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: e1603b851ee283e9fd28c7fc2364416bc18159b6a47728ad285fb45eadde5c8d
description: Configure settings for major incidents so that critical escalations are handled smoothly by the IT team with minimum disruption and increased transparency.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# 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

<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">
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            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d21422e75">User Permissions Needed</th>
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            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d21422e75 ">To set up major incident configurations:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d21422e75 ">View Setup and Configuration</td>

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1. [Create or identify a public group](https://help.salesforce.com/s/articleView?id=platform.user_groups.htm&type=5&language=en_US) to designate as major incident managers.
2. Assign major incident manager permissions.
    
    See [Incident Management Permissions for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_assign_permission_sets.htm&release=264.0.0&type=5 "Assign permission sets or permission set groups to manage incidents, propose major incidents, and handle associations with change requests, problems, and releases.") 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**.