Review and work on a major incident candidate

---
title: Review and work on a major incident candidate
description: View a list of major incident candidates and add comments to the incidents proposed as major incidents.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/itsm-mobile-agent/major-incident-candidate.html
release: australia
product: ITSM Mobile Agent
classification: itsm-mobile-agent
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 2
breadcrumb: [Major incident candidates, Managing major incidents using the Major Incident applet, ITSM Mobile Agent, IT Service Management]
---

# Review and work on a major incident candidate

View a list of major incident candidates and add comments to the incidents proposed as major incidents.

## Before you begin

Role required: major\_incident manager

## Procedure

1.  On the Agent landing screen, tap **See All** on the **Major incident candidates** applet.

    The **Major incident candidates** screen opens with a list of major incident candidates.

2.  To reduce the number of records on the screen, see [Filter records in ITSM Mobile Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/itsm-mobile-agent/filter-records-agent-mobile.md) to search for records that match specific search criteria.

3.  On the **Major incident candidates** screen, swipe left on an incident to view the set of quick actions.

    1.  Add any additional comments or work notes about the incident in this field.

    2.  Tap **Reject**, enter the reasons for rejection in the work notes, and tap **Submit**.

    3.  Tap **Promote**, enter a reason for promoting the incident to a major incident, describe the business impact, and tap **Submit**.

4.  On the **Major incident candidates** screen, tap a record in the list to open it.

5.  Use the mobile top menu icon \(\[Omitted image "mobile-top-menu.png"\] Alt text: Mobile top menu icon.\) at the top of the screen for quick actions.

    The quick actions available for an active major incident candidate are as follows:

    -   Assign to me: Tap this quick action to assign the major incident candidate to yourself. You can use the **Reject** or **Promote** buttons for an appropriate action.
    -   Assign to someone: Assign the major incident to someone in an appropriate assignment group.
    -   Resolve: Add a resolution code and resolution notes and tap **Submit** to resolve the incident.
    -   Add comments: Add any additional comments or work notes for the major incident and tap **Submit** to add these comments to the record.
6.  On the **Major incident candidates** screen, choose one of the actions in the table as appropriate.

<table id="table_tlj_dk5_gmb"><thead><tr><th align="left">

Option

</th><th align="left">

Description

</th></tr></thead><tbody><tr><td>

DETAILS tab

</td><td>

View the fields for details about the incident. The fields with an arrow have additional information.

</td></tr><tr><td>

ACTIVITY tab

</td><td>

View the activity on the incident, such as field changes or assignment changes. Tap the add icon \(\[Omitted image "add\_icon.png"\] Alt text: Add icon.\) to perform any of the following activities on the incident. 1.  **Record Video**: Record a video to be attached to the incident.
2.  **Open Gallery**: Open your photo gallery to attach an existing image or a video to the incident.
3.  **Take Photo**: Take a picture and attach it to the incident.
4.  **Attach File**: Attach a file from another application to the incident.
5.  **Add Additional Comments**: Add any additional comments to the incident.

**Note:** The comments can be made visible to the customer if you enable them using the toggle switch on the **Additional Comments** field.

6.  **Add Work Notes**: Add your work notes on the incident.


</td></tr><tr><td>

RELATED LIST tab

</td><td>

View the related lists of the major incident, such as child incidents, impacted services, outages, and affected CIs. Tap the arrow to view more details of these related items.

</td></tr></tbody>
</table>