Review and work on a major incident candidate

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read

    • View a list of major incident candidates and add comments to the incidents proposed as major incidents.

    Before you begin

    Role required: major incident manager

    Procedure

    1. On the Agent landing screen, tap See All on the Major incident candidates applet.
      The Major incident candidates screen opens with a list of major incident candidates.
    2. If you want to reduce the number of records on the screen, see Filter records to search for records that match specific search criteria.
    3. On the Major incident candidates screen, swipe left on an incident to view the set of quick actions.
      1. Add any additional comments or work notes about the incident in this field.
      2. Tap Reject to mention the reasons for rejection in the work notes and tap the send icon Send icon.) to process the rejection.
      3. Tap Promote to mention a reason to promote the incident to a major incident, describe the business impact, and tap the send icon (send icon.).
    4. On the Major incident candidates screen, tap a record in the list to open it.
    5. Use the mobile top menu icon (Mobile top menu icon.) at the top of the screen for quick actions.

      The quick actions available for an active major incident candidate are as follows:

      • Assign to me: Tap this quick action to assign the major incident candidate to yourself. You can use the Reject or Promote buttons for an appropriate action.
      • Assign to someone: Assign the major incident to someone in an appropriate assignment group.
      • Resolve: Add a resolution code and resolution notes and tap Submit to resolve the incident.
      • Add comments: Add any additional comments or work notes for the major incident and tap Submit to add these comments to the record.
    6. On the Major incident candidates screen, as shown in the following figure, choose one of the actions in the table as appropriate.
      Table 1. Major incident candidates
      Option Description
      DETAILS tab View the fields for details about the incident. The fields with an arrow have additional information.
      ACTIVITY tab View the activity on the incident like field changes or assignment changes. Tap the add icon (Add icon.) to perform any of the following activities on the incident.
      1. Record Video: Record a video to be attached to the incident.
      2. Open Gallery: Open your photo gallery to attach an existing image or a video to the incident.
      3. Take Photo: Take a picture and attach it to the incident
      4. Attach File: Attach a file from another application to the incident.
      5. Add Additional Comments: Add any additional comments to the incident.
        Note:
        The comments can be made visible to the customer if you enable them using the toggle bar on the Additional Comments field.
      6. Add Work Notes: Add your work notes on the incident.
      RELATED LIST tab View the related lists of the major incident, such as, child incidents, impacted services, outages, and affected CIs. Tap on the arrow to view more details of these related items.