Working on major incident management

concept australia Updated Sep 10, 2026 1 min read work-on-mim.md

Major incident management includes creating major incidents in different ways, rejecting major incident candidates, and demoting or closing major incidents.

Create a major incident candidate
Create a major incident candidate so that the major incident manager can evaluate it and decide whether to promote it to a major incident.
Create a major incident
Create a major incident directly, or review major incident candidates and promote them to major incidents.
Major incident assignment
When an incident is proposed as a major incident candidate or promoted to a major incident, it's automatically assigned to the major incident management group that a system property defines. The assigned group works on the major incident and resolves it.
Accept or reject a major incident candidate
When an incident is proposed as a major incident candidate, a major incident manager can accept or reject the candidate. The manager accepts a candidate as a major incident if the incident requires accelerated resolution.
Associate multiple incidents with a major incident
You can associate one or more incidents with a major incident using the Actions menu.
Reject multiple major incident candidates using the Actions menu
Reject one or more major incident candidates at once from the Actions menu when they don't qualify as major incidents, and provide a rejection reason.
Demote a major incident
Demote an incorrectly evaluated major incident, even after it is accepted. The incident is then handled as a regular incident.
Close a major incident
Close a major incident manually after you validate the resolution and the major incident is in the Resolved state.
View major incident information on the Incident form
View major incident details on the Major Incident and Post Incident Report tabs, which appear on the Incident form when an incident enters the major incident life cycle.

Parent Topic:Managing major incidents

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---
title: Working on major incident management
description: Major incident management includes creating major incidents in different ways, rejecting major incident candidates, and demoting or closing major incidents.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/incident-management/work-on-mim.html
release: australia
product: Incident Management
classification: incident-management
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Managing major incidents, Incident Management, IT Service Management]
---

# Working on major incident management

Major incident management includes creating major incidents in different ways, rejecting major incident candidates, and demoting or closing major incidents.

-   **[Create a major incident candidate](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/incident-management/create-major-incident-candidate.md)**  
Create a major incident candidate so that the major incident manager can evaluate it and decide whether to promote it to a major incident.
-   **[Create a major incident](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/incident-management/create-a-major-incident.md)**  
Create a major incident directly, or review major incident candidates and promote them to major incidents.
-   **[Major incident assignment](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/incident-management/major-incident-assignment.md)**  
When an incident is proposed as a major incident candidate or promoted to a major incident, it's automatically assigned to the major incident management group that a system property defines. The assigned group works on the major incident and resolves it.
-   **[Accept or reject a major incident candidate](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/incident-management/accept-reject-major-incident-candidate.md)**  
When an incident is proposed as a major incident candidate, a major incident manager can accept or reject the candidate. The manager accepts a candidate as a major incident if the incident requires accelerated resolution.
-   **[Associate multiple incidents with a major incident](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/incident-management/asso-multi-inci-with-major-inci.md)**  
You can associate one or more incidents with a major incident using the Actions menu.
-   **[Reject multiple major incident candidates using the Actions menu](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/incident-management/reject-candi-using-actions-menu.md)**  
Reject one or more major incident candidates at once from the Actions menu when they don't qualify as major incidents, and provide a rejection reason.
-   **[Demote a major incident](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/incident-management/demote-major-incident.md)**  
Demote an incorrectly evaluated major incident, even after it is accepted. The incident is then handled as a regular incident.
-   **[Close a major incident](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/incident-management/close-major-incident.md)**  
Close a major incident manually after you validate the resolution and the major incident is in the Resolved state.
-   **[View major incident information on the Incident form](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/incident-management/view-major-info.md)**  
View major incident details on the Major Incident and Post Incident Report tabs, which appear on the Incident form when an incident enters the major incident life cycle.

**Parent Topic:**[Managing major incidents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/incident-management/major-incident-management.md)