Review Major Incidents for IT Services

Review proposed major incidents and approve or reject them based on business needs.

Available in: Lightning Experience

Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.

User Permissions Needed
To review major incidents:	Major Incident Manager

After a major incident is proposed, an email notification is sent to the designated major incident managers.

Open the email and click the link to access the approval record.
On the approval page, locate the approval work item in the section on the right.
- To approve, select Approve, enter decision comments, and click Finish.
- To reject, select Reject, enter decision comments, and click Finish.
Refresh the screen to view the updated status.

If approved, a banner appears at the top of the record, and the major incident status is updated to Approved.
If admins have enabled the setting, a problem is automatically created and associated with the incident.
As the situation evolves, approved major incidents can be demoted back to standard incidents if business impact or severity decreases. When this happens, a banner on the incident record notifies the incident owner and stakeholders of the status change.

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