Cannot find Major Incident Workspace

[johnrob18]

I have Service Operations Workspace but I have seen (and customer has seen) a Major Incident workspace that is OOB but I have followed install instructions but cannot see it .

Any ideas?

[Dr Atul G- LNG]

Hi  

There is no separate installation required. Please check or update the SOW template version accordingly. You can see Major incident under list.

https://www.servicenow.com/docs/r/it-service-management/service-operations-workspace/mim-process-sow...

https://www.servicenow.com/docs/r/it-service-management/service-operations-workspace/managing-major-...

[Ankur Bawiskar]

@johnrob18 

Atul is right. there is no separate workspace for Major Incident.

Either it's a custom workspace built in your instance or you got it wrong.

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[johnrob18]

if our customer requires a Major Incident workspace - can I copy the Service Operations workspace and configure it? How would this be achieved and what roles are required?

[fknell]

Hi @johnrob18,

you can create a workspace according to your needs. 

Please follow the instructions here: Create a workspace in the ServiceNow IDE 

SN Next Academy also hosted a session regarding this topic: How to Build Workspaces from Scratch 

Hope this helps!

[Dr Atul G- LNG]

Hi @johnrob18 

Yes, you can definitely create it, but the question is whether it’s really worth it. If you already have the Workspace (WS) available, it’s better to use the OOTB functionality, which already includes the MI list.

It’s similar to rebuilding something that already exists. Creating it from scratch would introduce technical debt and increase long-term maintenance effort. Since it would be a custom solution, ServiceNow support may not be able to assist fully if you run into issues later.