Demote a major incident back to a standard incident when the impact is reduced, directly
from the Incident record page.
Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited
Editions with Agentforce IT Service.
User Permissions Needed
To demote major incidents:
Major Incident Manager
Open major incident record you want to demote.
On the incident record page, click Demote Major Incident.
In the Major Incident Status Comments, enter the reason for
demotion.
Save your changes.
The system updates the incident so it's no longer treated as a major incident. The banner
is updated to notify stakeholders that the incident is demoted.
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