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07-17-2018 03:23 AM
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.
Solved! Go to Solution.
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Incident Management

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07-17-2018 03:35 AM
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.

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07-17-2018 03:35 AM
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.

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07-17-2018 05:22 AM
I don't see a UI policy for that.
I'm in the Catalog UI policy screen, is that where we are talking about?

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07-17-2018 06:31 AM
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

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07-17-2018 06:38 AM