---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Major incident assignment

# Major incident assignment {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
A major incident is assigned to a group automatically at the time of proposal and
promotion based on the value of the property 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). The assigned group
works on the major incident and resolves it.

The incident is assigned to an individual if the On-Call Scheduling plugin
(com.snc.on_call_rotation) is activated and a shift is defined for the group. The following table
illustrates the different 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 is activated, shift is defined and a user is available on-call then the incident is assigned to the on-call user * If on-call is not activated, 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 - incident retains the current value of the assignment group | No change - 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 * Send a notification to the original Assignment Group members about the latest incident reassignment. {#major-incident-assignment__ul_kjt_zkh_hdb} | * Assigned to value is overwritten by the user who promoted the major incident candidate * Send a notification 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 - incident retains the current value of the assignment group | No change - 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 - incident communication plan retains the current value of the assignment group | No change - 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 - incident communication plan retains the current value of the assignment group | No change - 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}