---
schema_version: "1"
id: 7c1eca3b96848e02a70cbdcd01252552682290560bf681e0b9b00e487ee993e4
title: Propose 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_propose_maj_inc.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_propose_maj_inc.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 3614d4cfa686d7b578a872a56bad9a98de07352f3f4fc6e2d32b12b086f8c0b0
description: Identify incidents that have a critical impact on the business and propose them as potential major incidents.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Propose Major Incidents for IT Services

Identify incidents that have a critical impact on the business and propose them as potential major incidents.

### 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>
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            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d19688e72">User Permissions Needed</th>
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            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d19688e72 ">To propose major incidents:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d19688e72 ">Incident Fulfiller or Incident Manager</td>

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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.

1. Open the record view of the incident you want to propose as a major incident.
2. From the quick actions menu, select **Propose Major Incident**.
3. Enter the justification explaining why this incident should be proposed as a major incident.
4. 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.