Review proposed major incidents and approve or reject them based on business needs.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service. |
| User Permissions Needed | |
|---|---|
| To review major incidents: | Major Incident Manager |
After a major incident is proposed, an email notification is sent to the designated major incident managers.
- Open the email and click the link to access the approval record.
-
On the approval page, locate the approval work item in the section on the right.
- To approve, select Approve, enter decision comments, and click Finish.
- To reject, select Reject, enter decision comments, and click Finish.
- Refresh the screen to view the updated status.
- If approved, a banner appears at the top of the record, and the major incident status is updated to Approved.
- If admins have enabled the setting, a problem is automatically created and associated with the incident.
- As the situation evolves, approved major incidents can be demoted back to standard incidents if business impact or severity decreases. When this happens, a banner on the incident record notifies the incident owner and stakeholders of the status change.