Skip to tutorial content
Rate module Not yet rated

Proposing and Promoting a Major Incident

4 min read
On this page

In this lesson, you will learn:

  • How an agent proposes a major incident
  • What a major incident candidate is
  • How the manager accepts or rejects it
  • How to test the whole flow

🔁 Quick look back: Last time: What Makes an Incident Major at SNWR. You learned SNWR’s major incident criteria, and why priority and major status are separate decisions.

1 “Who’s in charge?”

At 9:45, Abel is sure the email outage is big.

  • He can’t make it major on his own.
  • Daniel is in a meeting and doesn’t know yet.
  • Every minute, more incidents arrive.

🎯 The problem: Agents spot big problems first, but only the major incident manager should take charge.

👉 The fix: let agents propose a major incident, and let the manager quickly accept or reject it.

2 Propose, then accept

Promoting INC0010150 to a major incident. 1 Abel, an agent, uses Propose major incident, with a reason: SNWR Email down for all of Mumbai HQ. 2 The incident becomes a major incident candidate, with major incident state Proposed. 3 Daniel, with the major_incident_manager role, reviews the candidate list. 4 He accepts it: the state becomes Accepted, and he is now its manager. If he rejects it, it stays a normal incident.
Figure 1. Agents propose. The major incident manager accepts.

Key term: Major incident candidate

An incident that someone has proposed as major, but that isn’t accepted yet.

Key term: Major incident state

A field that shows Proposed, Accepted, Rejected or Canceled.

📦 Entitlement check: Major Incident Management is part of ITSM Advanced, which SNWR has.

3 What Daniel checks

  • Does it meet SNWR’s criteria?
  • Is there already a major incident for this? If so, link it as a child instead.
  • Who needs to join the team?

💡 Good to know: Speed matters. SNWR’s goal: Daniel accepts or rejects a candidate within 10 minutes.

📝 Note: Only people with the major_incident_manager role can accept or reject a candidate. You set this up in the ITSM roles lesson.

4 Let’s try it: propose and accept a major incident

  1. Impersonate Abel. Create incident SNWR Email down at Mumbai HQ, impact 1, urgency 1.
  2. Use Propose major incident (in the workspace or the form menu). Give a reason.
  3. Impersonate Daniel. Open the list of major incident candidates.
  4. Open the candidate and accept it.
  5. Check the major incident state is Accepted. End impersonation.

5 Quick recap

  • Agents propose a major incident, with a reason
  • A proposed incident is a candidate, state Proposed
  • The major incident manager accepts or rejects it
  • Only the major_incident_manager role can accept
  • SNWR aims to decide within 10 minutes

6 Check yourself

Think of your answer first. Then tap to check.

1 Can Abel make an incident major on his own? Show answer

No. He proposes it. Daniel accepts or rejects it.

2 What’s the major incident state right after Abel proposes? Show answer

Proposed.

3 There’s already a major incident for this outage. What should Daniel do with a new candidate? Show answer

Reject it, and link the incident as a child of the existing major incident.

4 Which role can accept a candidate? Show answer

major_incident_manager.

Nice work! You tested how a major incident starts. 🎉
Next up: Running a Major Incident in the Workspace

Was this lesson helpful?

Have a question or doubt?

Ask here and get help from instructors and fellow learners.

0 / 300

Only logged-in learners can post.