---
schema_version: "1"
id: 8b51bc7cb72dbd9ba9df4a330c2714fe9de1332518429a8094420d344ddf5605
title: Major Incident Management 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_major_incidents.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_major_incidents.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: b35aa3bfb78e8832174ab65f5848a7181eb5de7a8101d83684115e6d24b726b6
description: 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.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# 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.

<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>

- **[Major Incident Lifecycle for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_major_inc_lifecycle.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_propose_maj_inc.htm&release=264.0.0&type=5)**  
    Identify incidents that have a critical impact on the business and propose them as potential major incidents.
- **[Review Major Incidents for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_review_maj_inc.htm&release=264.0.0&type=5)**  
    Review proposed major incidents and approve or reject them based on business needs.
- **[Promote Major Incidents for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_promote_maj_inc.htm&release=264.0.0&type=5)**  
    Promote an incident to a major incident directly from the Incident record page.
- **[Demote Major Incidents for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_demote_maj_inc.htm&release=264.0.0&type=5)**  
    Demote a major incident back to a standard incident when the impact is reduced, directly from the Incident record page.