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Button/Action "Promote to Major Incident" Not Accessible

Publish Date: Jul 26, 2026
Description

Users may not see the Promote to Major Incident button or action on Incident records, even after the action has been added to the Incident record page and the required permission set has been assigned.

This issue can occur when the required Major Incident Management settings are not fully configured. Without the necessary configuration, the action will remain unavailable to users on Incident records.

Resolution
  • Verify that the Promote to Major Incident action has been added to the Incident record page (for example, the ITSM Incident Default page).
  • Open an Incident record and confirm that the action is still not visible.

  • Navigate to:

    Setup > Major Incident Settings

  • Under Select User Group, add the required user group.
  • Ensure that users added to the selected group have the required permissions related to Promote to Major Incident. If users do not have the required permissions, the group may not appear as an available option under Select User Group.
  • Save the changes and verify that the Promote to Major Incident action is now visible on Incident records for users with the appropriate permissions.
Knowledge Article Number

005390036

 
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