Major Incident Tab Missing from Layout

[Daniel O_Connor]

Hi all,

Yesterday I enabled the Major Incident Plugin in our ServiceNow ITSM setup, having watched a info piece on the ServiceNow wiki. 

Today we encountered a Major Incident and used the plugin for the first time. It worked well and I liked the flow and management of the incident from the workbench view. 

However on the incident itself, where the info piece outlined that once a candidate is confirmed as a Major Incident, a "Major Incident" tab is supposed to appear? This has not appeared once I promoted an Incident to Major Incident. 

I've had a look at the form layout for the page and I do see a Major Incident State field, I added it and it appears below. However it is now a tab being displayed on every Incident by default, where I'd maybe only want it to show when I promote an incident. 

I'd like as the demo video outlined, for when I promote an incident to Major, that the Major Incident tab then becomes available that records actions and stuff. 

[Harsh Vardhan · Accepted solution]

there is ootb ui policy "Hide Major Incident and Actions Taken when major incident state is empty" that hide this tab. have you checked that.

[Daniel O_Connor]

I don't see a UI policy for that. 

I'm in the Catalog UI policy screen, is that where we are talking about? 

[Harsh Vardhan]

you are on incident form? if yes then you should check ui policy 

have you customized the major incident functionality on your instance ? would it be possible to have webex? i can help you to troubleshoot this issue

[Daniel O_Connor]

OK cool saw it there, and it is indeed showing as enabled.