Major incident assignment · SN Doc Reader

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.

The Major Incident Management Group (sys_id) to whom the Major Incident should be re-assigned on promotion to 'Major Incident' (sn_major_inc_mgmt.major_incident_management_group) system property defines the assignment group. If the On-Call Scheduling plugin (com.snc.on_call_rotation) is active and a shift is defined for the group, the incident is also assigned to an individual. The following table describes the conditions under which a major incident is assigned to a group and a user.

Action	Condition	Assignment group	Assigned to
Incident is proposed as a candidate manually or based on major incident trigger rules	Assignment group is empty	Group based on the property value	If on-call scheduling is active, a shift is defined, and a user is on call, the incident is assigned to the on-call user If on-call scheduling isn't active, the Assigned to field remains empty
	Assignment group is not empty	No change—the incident retains the current value of the assignment group	No change—the incident remains with the current value in the Assigned to field
Incident is manually promoted to a major incident	Assignment group is empty	Group based on the property value	The value for the Assigned to field is the user who promoted the incident to a major incident
Incident is manually promoted to a major incident	Assignment group is not empty	Incident reassigned to group based on the property value Notification sent to the original assignment group members about the reassignment	Assigned to value is overwritten by the user who promoted the major incident candidate Notification sent to the user to whom the major incident was previously assigned
Major incident is created	Assignment group is empty	Group based on the property value	The value of the Assigned to field is the user who has created the major incident
Major incident is created	Assignment group is not empty	No change—the incident retains the current value of the assignment group	No change—the incident remains with the current value in the Assigned to field

|Action|Condition|Assignment group|Assigned to| |------|---------|----------------|-----------| |Incident communication plan is created with source as major incident|**Assignment group** is empty|The value for the **Assignment group** field is copied from the source incident|The value of the **Assigned to** field is copied from the source incident| |**Assignment group** is not empty|No change—the incident communication plan retains the current value of the assignment group|No change—the incident communication plan retains the current value of the **Assigned to** field| |Incident communication task is created from incident communication plan whose source is major incident|**Assignment group** is empty|The value for the **Assignment group** field is copied from the incident communication plan|The value of the **Assigned to** field is copied from the incident communication plan| |**Assignment group** is not empty|No change—the incident communication task retains the current value of the assignment group|No change—the incident communication task retains the current value of the **Assigned to** field|

Parent Topic:Working on major incident management

title	Major incident assignment
description	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.
locale	en-US
canonical_url	https://www.servicenow.com/docs/r/it-service-management/incident-management/major-incident-assignment.html
release	brazil
product	Incident Management
classification	incident-management
topic_type	concept
last_updated	2026-09-10
reading_time_minutes	2
breadcrumb	Working on major incident managementManaging major incidentsIncident ManagementIT Service Management