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            Promote Major Incidents for IT Services

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            Promote Major Incidents for IT Services

            Promote an incident to a major incident 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 promote major incidents: Major Incident Manager

            After setup, designated major incident managers can promote incidents that have a critical business impact.

            1. Open an Incident record.
            2. On the incident record page, click Promote to Major Incident.

            The system declares the incident as a major incident, and a banner displays at the top of the record.

             
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            Salesforce Help | Article