What role required to raise major incident P1

[babbi]

Hi Team,

Can we know that what role required for to raise a P1 incident.

How to raise Major incident from our side.

Let us know your inputs.

Thanks

[Amit Gujarathi]

Hi @babbi ,

I trust you are doing good.
The role required is ITIL role.
In ServiceNow, the role required to raise a major incident P1 is typically the Service Desk Manager or a designated Incident Manager with appropriate permissions and access. This role is responsible for identifying and escalating major incidents, ensuring that they are resolved in a timely and efficient manner, and communicating with stakeholders and other teams as necessary. Depending on the organization's structure and processes, additional roles may be involved in the handling of major incidents, such as technical teams, business owners, or executives.

[Saurabh _]

Hi @babbi,

No role is required to raise a P1 ticket in OOTB environment. Any user who can create a ticket can create P1 ticket.

And for raising Major Incident Ticket question:

1. End User can never raise Major Incident Candidate. Service Desk Agent can raise Major Incident Ticket which goes to Major Incident Manager(MIM) and if MIM accepts the Major Incident Candidate than it becomes Major Incident Ticket and if MIM rejects than it will treated as normal incident ticket.

2. MIM can also create major incident ticket directly without the major incident ticket.

I hope this will be helpful to you and need to ask anything further than drop a comment. Otherwise, give a thumbsup. 

[Rajesh Chopade1]

Hi @babbi 

To raise P1 incident does not require any special role. ITIL role require to have access of incident module.

Define impact and urgency of an incident to calculate the priority. The priority calculation can then be used to prioritize work and drive service level agreements.

following link will help you to understand it better.

https://docs.servicenow.com/en-US/bundle/utah-it-service-management/page/product/incident-management... 

I hope this will help you, mark my answer helpful and correct if it helps you.

Thank you

Rajesh.