Demote a major incident

When an incident is incorrectly evaluated to be a major incident, you can demote the major incident even after it is accepted so that the incident can be handled as a regular incident.

Before you begin

Role required: major_incident_manager

Procedure

1. Navigate to All > Major Incidents > Open.
   Note:

   If the UI16 module link redirection feature is enabled in Service Operations Workspace (SOW) and the UI16 module supports the redirect configuration, navigating through UI16 paths automatically redirects you to the equivalent list or record pages in SOW instead of displaying the UI16 forms or lists. For more information, see Redirect UI16 module links to Service Operations Workspace.
2. Open the major incident that you want to demote.
3. Click the additional actions icon and select Demote Major Incident.
4. Enter the reason for the demotion.
   The major incident state is set to Canceled but the incident state remains the same.