Major Incident Management for IT Services

A major incident is a special type of incident with its own review lifecycle. An incident qualifies as a major incident when it affects multiple users or when it is time-sensitive and requires an immediate fix because multiple business systems are down.

Required Editions

The Major Incident Management process helps organizations to quickly identify, evaluate, and prioritize critical issues that require broader attention and coordination.

Available in: Lightning Experience

Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.

Major Incident Lifecycle for IT Services
Learn how a major incident progresses through key stages and how it can be demoted when the impact is reduced.
Propose Major Incidents for IT Services
Identify incidents that have a critical impact on the business and propose them as potential major incidents.
Review Major Incidents for IT Services
Review proposed major incidents and approve or reject them based on business needs.
Promote Major Incidents for IT Services
Promote an incident to a major incident directly from the Incident record page.
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.