Major Incident Management Process Flow

[Santosh37]

Hello All,

We are Implementing a Major Incident Management in ServiceNow and would be interested to know the process flow that is being followed as best practice.

as per ServiceNow Docs @https://docs.servicenow.com/bundle/tokyo-it-service-management/page/product/incident-management/concept/major-incident-management-process.html - 

Once the Major Incident State is Accepted which would promote the Major Incident Candidate to Major Incident.

What should happen once the Major Incident is Resolved, Should the MI State be "Cancelled"? That's how I am trying interpret as per the ServiceNow Docs website as it shows MI State: Cancelled after MI State: Accepted. 

Its also possible that incase if Major Incident is demoted then it will be in Cancelled State but what about the Major Incidents that gets stayed as Major Incident and gets resolved. 

Any inputs will be greatly appreciated. Thanks 

Best Regards

Santosh

[Community Alums · Accepted solution]

You don't have to cancel the MI State.  You can close a major incident with "Close Incident" button when the major incident is in the Resolved state.
https://docs.servicenow.com/bundle/tokyo-it-service-management/page/product/incident-management/task...

If you can login NowCreate (https://nowlearning.servicenow.com/nowcreate), please download "Incident Management Process Guide" from Search Assets.
I think it will be very useful for those who want to understand the flow of incident management.