---
sourceDocument: Brazil IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Major incident assignment

# Major incident assignment {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
When an incident is proposed as a major incident candidate or promoted to a major incident, it's
automatically assigned to the major incident management group that a system property defines. The assigned group works on the major incident and resolves it.

The Major Incident Management Group (sys_id) to whom the Major Incident should be re-assigned on promotion to 'Major Incident' (sn_major_inc_mgmt.major_incident_management_group) system
property defines the assignment group. If the On-Call Scheduling plugin (com.snc.on_call_rotation) is active and a shift is defined for the group, the incident is also assigned to an individual. The following table describes the
conditions under which a major incident is assigned to a group and a user.  
{#major-incident-assignment__table_nhx_43h_hdb__entry__4}

| Action | Condition | Assignment group | Assigned to |
|-|-|-|-|
| Incident is proposed as a candidate manually or based on major incident trigger rules | Assignment group is empty | Group based on the property value | * If on-call scheduling is active, a shift is defined, and a user is on call, the incident is assigned to the on-call user * If on-call scheduling isn't active, the Assigned to field remains empty {#major-incident-assignment__ul_e31_wkh_hdb} |
| Incident is proposed as a candidate manually or based on major incident trigger rules | Assignment group is not empty | No change---the incident retains the current value of the assignment group | No change---the incident remains with the current value in the Assigned to field |
| Incident is manually promoted to a major incident | Assignment group is empty | Group based on the property value | The value for the Assigned to field is the user who promoted the incident to a major incident |
| Incident is manually promoted to a major incident | Assignment group is not empty | * Incident reassigned to group based on the property value * Notification sent to the original assignment group members about the reassignment {#major-incident-assignment__ul_kjt_zkh_hdb} | * Assigned to value is overwritten by the user who promoted the major incident candidate * Notification sent to the user to whom the major incident was previously assigned {#major-incident-assignment__ul_xtv_dlh_hdb} |
| Major incident is created | Assignment group is empty | Group based on the property value | The value of the Assigned to field is the user who has created the major incident |
| Major incident is created | Assignment group is not empty | No change---the incident retains the current value of the assignment group | No change---the incident remains with the current value in the Assigned to field |
[Table 1. Assignment of major incident]

{#major-incident-assignment__table_nhx_43h_hdb}  
{#major-incident-assignment__table_xmr_sdg_sdb__entry__4}

| Action | Condition | Assignment group | Assigned to |
|-|-|-|-|
| Incident communication plan is created with source as major incident | Assignment group is empty | The value for the Assignment group field is copied from the source incident | The value of the Assigned to field is copied from the source incident |
| Incident communication plan is created with source as major incident | Assignment group is not empty | No change---the incident communication plan retains the current value of the assignment group | No change---the incident communication plan retains the current value of the Assigned to field |
| Incident communication task is created from incident communication plan whose source is major incident | Assignment group is empty | The value for the Assignment group field is copied from the incident communication plan | The value of the Assigned to field is copied from the incident communication plan |
| Incident communication task is created from incident communication plan whose source is major incident | Assignment group is not empty | No change---the incident communication task retains the current value of the assignment group | No change---the incident communication task retains the current value of the Assigned to field |
[Table 2. Assignment of incident communication plan and communication task]

{#major-incident-assignment__table_xmr_sdg_sdb}