Propose an incident to be a major incident from a workspace

Proposing an incident as a major incident sends the request to the major incident manager to analyze the incident and accept or reject it as a major incident. Major incidents have a separate procedure with shorter timescales and urgency that is required to accelerate resolution process for incidents with high business impact.

Before you begin

Role required: agent_workspace_user or admin

Procedure

1. Navigate to All > Workspace Experience > Workspaces > Agent Workspace Home.
2. In the menu, click Incidents > Open.
3. Open the incident record that you want to propose as a major incident.
4. Click the more actions icon () and then click Propose Major Incident.
5. In the Work notes field in the Propose Major Incident dialog box, provide information about the business impact that supports classifying this incident as a major incident and click Propose.
   The major incident state changes to Proposed and the message INCXXXXXXX has been proposed as a major incident candidate is displayed.