---
schema_version: "1"
id: 3510e04e94f6b716959c20aa5e3e9ef38dd389152b6a14cac3c65d2e1f413499
title: Review 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_review_maj_inc.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_review_maj_inc.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 8782b9a129a6e85d8b5d096ef8fc0df34aa91c2481a036e0cbf49fda7e1fd8ce
description: Review proposed major incidents and approve or reject them based on business needs.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Review Major Incidents for IT Services

Review proposed major incidents and approve or reject them based on business needs.

### 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="d54840e72">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d54840e72 ">To review major incidents:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d54840e72 ">Major Incident Manager</td>

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

After a major incident is proposed, an email notification is sent to the designated major incident managers.

1. Open the email and click the link to access the approval record.
2. 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**.
3. 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.