---
schema_version: "1"
id: e88d485643a403ae7f17c7bcaf366ac6ea1d826540bbbe99a4ce6a436ed9030d
title: Set Up Incident Management 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_set_up_incident_management.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_set_up_incident_management.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: f0cc616193df61059c2d79975237920ff44c1aa79b482aae70d2a59cf924aef8
description: Set up Incident Management to provide your service team with effective tools for tracking, investigating, and resolving disruptions affecting large numbers of customers. This prerequisite is essential before you can manage incidents in Agentic IT Service Desk.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Set Up Incident Management for IT Services

Set up Incident Management to provide your service team with effective tools for tracking, investigating, and resolving disruptions affecting large numbers of customers. This prerequisite is essential before you can manage incidents in Agentic IT Service Desk.

### 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>

- **[Incident Management Permissions for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_assign_permission_sets.htm&release=264.0.0&type=5)**  
    Assign permission sets or permission set groups to manage incidents, propose major incidents, and handle associations with change requests, problems, and releases.
- **[Configure Incident Management for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_config_inc.htm&release=264.0.0&type=5)**  
    Incident Management provides faster issue resolution and accurate tracking, helping your support team maximize efficiency. Configure this feature along with additional components to get started.
- **[Customize the Incident Page Layout and Record Page for IT Service](https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_customize_inc_pg_layout.htm&release=264.0.0&type=5)**  
    Customize the incident page layout and configure the record page to capture important details for Incident Management.
- **[Configure Email-to-Incident for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_configure_email_to_incident.htm&release=264.0.0&type=5)**  
    Automatically convert incoming emails into new incident records, manage threaded email conversations, and send email responses directly from the incident record. Configure how incoming email content is rendered, which senders are accepted, and how processing errors are handled.
- **[Configure Voice and Chat to Incident for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_config_voice_and_chat_to_inc.htm&release=264.0.0&type=5)**  
    Create incident records directly from live conversations or messaging sessions to capture customer data efficiently.
- **[Set Up Settings for Major Incidents for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_direct_promote.htm&release=264.0.0&type=5)**  
    Configure settings for major incidents so that critical escalations are handled smoothly by the IT team with minimum disruption and increased transparency.
- **[Set Up Service Requests from Incidents](https://help.salesforce.com/s/articleView?id=service.it_srvcs_setup_inc_to_sr.htm&release=264.0.0&type=5)**  
    Create a service process, an intake flow, and an Action Launcher deployment to enable creating service requests from incidents.