How do you add the Major Incident form to Agent Workspace incident so agents can fill in description fields, business impact etc...

[Pachee Yang]

 Agents need to generate severity notices through the major incident form. I would like agents to access the Major Incident form within the incident form in Agent Workspace when working on an incident, similar to how agents access the tab on the platform in ServiceNow. 

Is this possible? 

[Community Alums]

Hi @Pachee Yang ,

You cannot add Major incident form on Agent workspace but you can Propose an incident to be a major incident from a workspace :

1. Navigate to Workspace Experience > Workspaces > Agent Workspace Home.
2. In the menu, click Incidents > Open.
3. Open the incident record that you want to propose as a major incident.
4. Click the more actions icon () and then click Propose Major Incident.
5. In the Work notes field in the Propose Major Incident dialog box, provide information about the business impact that supports classifying this incident as a major incident and click Propose.
   The major incident state changes to Proposed and the message INCXXXXXXX has been proposed as a major incident candidate is displayed.

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep

[Pachee Yang]

Ok, so the only thing you can do is propose major incident, promote to major incident, then open the record from the workbench view to make description and impact updates, and then finally generate severity communications? 

[Community Alums]

Yes correct.

Kindly mark the answer as Correct & Helpful both such that others can get help.

Thanks,
Sandeep

[Monika13 · Accepted solution]

Hi,

Did you try to add 'Major Incident' section in Workspace view?