Identify incidents that have a critical impact on the business and propose them as potential major incidents.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service. |
| User Permissions Needed | |
|---|---|
| To propose major incidents: | Incident Fulfiller or Incident Manager |
When an incident significantly affects business operations, members of the incident management team can propose it as a major incident candidate. After it’s proposed, the record is reviewed by a major incident manager, who can approve or reject the request. Approved incidents are tracked and managed separately with higher visibility and urgency.
- Open the record view of the incident you want to propose as a major incident.
- From the quick actions menu, select Propose Major Incident.
- Enter the justification explaining why this incident should be proposed as a major incident.
- Save your changes.
If proposed, the major incident status changes to Proposed, and the record is visible to the designated major incident managers for review.