How to make it visible Promote to major incident button

[raj149]

Hello Experts,

If we create major incident candidate record then on the workbench view page we can see" Promote to Major incident " button. But if we create only Major incident (not major incident candidate)the Promote to major incident button is not showing in workbench view page.

My requirement is

I want to make it visible " Promote to Major incident " on below  scenarios as well .

example : 1.If we create a normal incident in incident table and priority is high ==>Click on view workbench button then workbench page will open in this page " Promote to Major incident " button is not showing

                  2. If we create major incident and priority is high  ==>Click on view workbench button then workbench page will open in this page " Promote to Major incident " button is not showing

How to achieve this...?

Best Regards,

Raj.

[Dr Atul G- LNG]

Hi @raj149 

Which user your are using or what role this user have.

To promote directly, an incident to major, a user must have MIM Role

ITIL role only propose an incident but not promote. 

[raj149]

Hello @Dr Atul G- LNG 

I am having admin access and major_incident_manager role as well.. 

[Dr Atul G- LNG]

Hi @raj149 

Thanks for update.

example : 1.If we create a normal incident in incident table and priority is high ==>Click on view workbench button then workbench page will open in this page " Promote to Major incident " button is not showing

Atul: IS not showing or you dont want to show?

                  2. If we create major incident and priority is high  ==>Click on view workbench button then workbench page will open in this page " Promote to Major incident " button is not showing

Atul: Same as not showing or want to show.

As @Kieran Anson  also mentioned , use the trigger rule, customization UI Action is more risky, bcz it is not a normal UI form, its workbench and tough to show / hide the buttons. 

[Kieran Anson · Accepted solution]

The major incident workbench is only designed to work when the incident is either an accepted or proposed major incident.

To achieve what you want, without customising, I'd suggest using a major incident trigger rule that, when the incident is a P1, it's set to proposed automatically