why I am not able to see the Major Incident section on Incident Form

[Atik2 Bagwan]

Hello,

I have just started learning about the Major Incident, where i was going through some You Tube Videos when they were showcasing the how Major Incident works.

They are getting the additional section Major Incident Once it Proposed as Major incident or Promoted as Major Incident but i am not?

Is there any new Update in which they have removed that as videos are old one, Or I am doing any mistake.. Please help

I have added the Screen shot which I took from the videos

Thanks,

Atik

[HrishabhKumar]

Hi @Atik2 Bagwan 

These could be the possible reason for the section not being visible to you : 

1. Check User Roles and Permissions: Ensure that your user account has the necessary roles to handle major incidents. Typically, roles like itil, itil_admin, or a custom role with the appropriate permissions are required to see and manage major incidents.

2. Confirm Incident State and Workflow: Make sure that the incident has actually been proposed or promoted to a major incident. The transition should change the state of the incident and trigger the major incident workflows.

3. Review Form Layout and View Configuration:

   1. Go to the incident form layout configuration and ensure that the "Major Incident" section is included in the form.
   2. Navigate to the "Configure" option (typically found in the context menu on the top right of the form) and select "Form Layout". Check if the fields related to major incidents are present and visible.

4. Review Major Incident Plugin Activation: Ensure that the "Major Incident Management" plugin is activated in your instance. Without this plugin, the major incident functionality might not be fully available.

Thanks,

Hope this helps.

If my response proves helpful please mark it helpful and accept it as solution to close this thread.

[Atik2 Bagwan]

@HrishabhKumar ,

I have checked all that but still I am not able to see the Major Incident tab over there.

[BillMartin]

Hi @Atik2 Bagwan ,

I have created this video to give you enlightenment on how the MIM process works using the UI16 view.

Here is How: ServiceNow ITSM Processess: How to Promote an Incident to a Major Incident Management Ticket.

Please mark as helpful and accept as solution if you find it lucrative.

[Atik2 Bagwan]

@BillMartin, 

I gone through your video but still the tab which you are showing in the video still I am not able to see in my pdi