---
schema_version: "1"
id: bd075095271dd8310f4e30fe6369be2c05a501b83c17c2310d29f8929fef80bd
title: Promote 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_promote_maj_inc.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_promote_maj_inc.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 9692cc7dae1d7cfd68ff1e0b8c8371f628e025d274f0ba69bf4665cdcfeb59d4
description: Promote an incident to a major incident directly from the Incident record page.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Promote Major Incidents for IT Services

Promote an incident to a major incident 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%">
        </colgroup>
        <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="d99361e74">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d99361e74 ">To promote major incidents:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d99361e74 ">Major Incident Manager</td>

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

After setup, designated major incident managers can promote incidents that have a critical business impact.

1. Open an Incident record.
2. On the incident record page, click **Promote to Major Incident**.

The system declares the incident as a major incident, and a banner displays at the top of the record.