---
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


---

# Promote a major incident

# Promote a major incident {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Review the information of the proposed major incident candidate and promote it to major incident using the Major Incident Playbook.

## Before you begin

You must propose the incident as a major incident candidate. For more information, see [Propose a major incident](https://servicenow-prod.fluidtopics.net/8Ps2nbba0akMdECJqpIifw "Propose an incident to a major incident candidate based on the incident information.").

Role required: major_incident_manager or admin

## Procedure

1. Open an incident record.
2. Select the Major Incident Playbooks (![Major incident playbook]()) icon on a contextual side panel to launch the major incident playbook.  
   The Major Incident Playbook panel appears on the side panel. It includes the following tabs:
   * Current
   * History
   {#promote-major-incident-sow__ul_xhz_jgf_z1c}
3. On the Current tab, select the current Major Incident Process playbook.
4. Select Review situation.
5. On the Overview tab, review the business impact, work notes, and other incident information.
6. Select Promote to promote the major incident candidate to a major incident.  
   If you want to reject the major incident proposal, you can select Reject. This action would convert the major incident candidate back into an incident.
7. On the Promote to Major Incident pop-up window, fill in the details.  
   {#promote-major-incident-sow__table_lwn_ygf_z1c__entry__2}

   | Field | Description |
   |-|-|
   | Reason | Reason for promoting the incident as major incident candidate. |
   | Business Impact | Impact the incident creates on the business. By default, the business impact stated by the agent to propose major incident is displayed. You can modify the value. |
   [Table 1. Promote to Major Incident]

   {#promote-major-incident-sow__table_lwn_ygf_z1c}
8. Select Promote to Major Incident.  
   Note:  
   You can also promote a major incident by selecting the More actions (![More action icon from the top menu]()) icon and then selecting Promote to Major Incident.