Major incident workbench · SN Doc Reader

The major incident workbench is a single-pane view for major incident managers, communication managers, and resolver groups. It aggregates actionable information to help these users manage major incidents.

To navigate to the major incident workbench, open a major incident or a major incident candidate, and select View Workbench in the form header.

[Omitted image "major-incident-workbench.png"] Alt text: Major incident workbench view of a major incident record

Note: The groups widget shows groups and their member counts based on the Assignment group and Assigned to fields of the incident, incident communication plan, and incident tasks, and the members of an active conference call.

You can do the following actions using the options in the header section of the Major incident workbench:

To return to the incident form, select View Form in the workbench header.
If an incident is not yet in the Resolved state, the header displays the Resolve button. To resolve an incident, select Resolve.
When an incident isn't yet accepted as a major incident, the workbench header displays a list. The list displays options to promote the incident to a major incident or to reject the incident.
Use the chat icon [Omitted image "MIM-chat.png"] Alt text: Chat icon in the sidebar discussions to start a chat at the incident level. The chat is a record feed, so anything you write in the chat appears in the activity stream. For details about collaboration, see Collaboration in Service Operations Workspace.
Select the edit icon [Omitted image "edit-icon.png"] Alt text: to change the state of the incident.
Duration is an active timer that tracks the time since the creation of the incident. The timer stops when the incident is resolved.
Major incident workbench UI elements
The major incident workbench displays task summaries, communication plan progress, conferencing information, and cause and resolution reports.
Associate a new post-incident report
Create your own post incident report and associate the UI page with the View Complete Report button under the Post Incident Report tab. Using the customized report, you can add information that is specific to your organization.
Add a communication plan in the workbench
You can create a new communication plan or add a new communication task to an existing communication plan from the workbench. This UI action is helpful when you do not have an existing well-defined communication plan in the system.
Add similar incidents from the major incident workbench
Add similar incidents to a major incident so that the support teams can work on the parent record for a coordinated response process.
Access on-call escalation path from major incident workbench
Access the on-call roster and escalation details from the major incident workbench to contact a support group.

Parent Topic:Managing major incidents

title	Major incident workbench
description	The major incident workbench is a single-pane view for major incident managers, communication managers, and resolver groups. It aggregates actionable information to help these users manage major incidents.
locale	en-US
canonical_url	https://www.servicenow.com/docs/r/australia/it-service-management/incident-management/major-incident-workbench.html
release	australia
product	Incident Management
classification	incident-management
topic_type	concept
last_updated	2026-09-10
reading_time_minutes	2
breadcrumb	Managing major incidentsIncident ManagementIT Service Management