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            Propose Major Incidents for IT Services

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            Propose Major Incidents for IT Services

            Identify incidents that have a critical impact on the business and propose them as potential major incidents.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
            User Permissions Needed
            To propose major incidents: Incident Fulfiller or Incident Manager

            When an incident significantly affects business operations, members of the incident management team can propose it as a major incident candidate. After it’s proposed, the record is reviewed by a major incident manager, who can approve or reject the request. Approved incidents are tracked and managed separately with higher visibility and urgency.

            1. Open the record view of the incident you want to propose as a major incident.
            2. From the quick actions menu, select Propose Major Incident.
            3. Enter the justification explaining why this incident should be proposed as a major incident.
            4. Save your changes.

            If proposed, the major incident status changes to Proposed, and the record is visible to the designated major incident managers for review.

             
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            Salesforce Help | Article