Promote a major incident

task brazil Updated Sep 10, 2026 1 min read promote-major-incident-sow.md

Review the information of the proposed major incident candidate and promote it to major incident using the Major Incident Playbook.

Before you begin

You must propose the incident as a major incident candidate. For more information, see Propose a major incident.

Role required: major_incident_manager or admin

Procedure

Open an incident record.
Select the Major Incident Playbooks ([Omitted image "mim-playbook-icon.png"] Alt text: Major incident playbook) icon on a contextual side panel to launch the major incident playbook.

The Major Incident Playbook panel appears on the side panel. It includes the following tabs:
- Current
- History
On the Current tab, select the current Major Incident Process playbook.
Select Review situation.
On the Overview tab, review the business impact, work notes, and other incident information.
Select Promote to promote the major incident candidate to a major incident.

If you want to reject the major incident proposal, you can select Reject. This action would convert the major incident candidate back into an incident.

On the Promote to Major Incident pop-up window, fill in the details.

Field	Description
Reason	Reason for promoting the incident as major incident candidate.
Business Impact	Impact the incident creates on the business. By default, the business impact stated by the agent to propose major incident is displayed. You can modify the value.

Select Promote to Major Incident.

Note: You can also promote a major incident by selecting the More actions ([Omitted image "mim-more-actions-top-icon.png"] Alt text: More action icon from the top menu) icon and then selecting Promote to Major Incident.

Parent Topic:Managing a major incident record

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---
title: Promote a major incident
description: Review the information of the proposed major incident candidate and promote it to major incident using the Major Incident Playbook.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/it-service-management/service-operations-workspace/promote-major-incident-sow.html
release: brazil
product: Service Operations Workspace
classification: service-operations-workspace
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Managing a major incident record, Major Incident Management in Service Operations Workspace, Managing IT services in your organization, Service Operations Workspace for ITSM, IT Service Management]
---

# Promote a major incident

Review the information of the proposed major incident candidate and promote it to major incident using the Major Incident Playbook.

## Before you begin

You must propose the incident as a major incident candidate. For more information, see [Propose a major incident](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-service-management/service-operations-workspace/propose-major-incident-sow.md).

Role required: major\_incident\_manager or admin

## Procedure

1. Open an incident record.

2. Select the **Major Incident Playbooks** \(\[Omitted image "mim-playbook-icon.png"\] Alt text: Major incident playbook\) icon on a contextual side panel to launch the major incident playbook.

The Major Incident Playbook panel appears on the side panel. It includes the following tabs:

- Current
- History
3. On the **Current** tab, select the current Major Incident Process playbook.

4. Select **Review situation**.

5. On the **Overview** tab, review the business impact, work notes, and other incident information.

6. Select **Promote** to promote the major incident candidate to a major incident.

If you want to reject the major incident proposal, you can select **Reject**. This action would convert the major incident candidate back into an incident.

7. On the Promote to Major Incident pop-up window, fill in the details.

|Field|Description|
|-----|-----------|
|Reason|Reason for promoting the incident as major incident candidate.|
|Business Impact|Impact the incident creates on the business. By default, the business impact stated by the agent to propose major incident is displayed. You can modify the value.|

8. Select **Promote to Major Incident**.

**Note:** You can also promote a major incident by selecting the **More actions** \(\[Omitted image "mim-more-actions-top-icon.png"\] Alt text: More action icon from the top menu\) icon and then selecting **Promote to Major Incident**.

**Parent Topic:**[Managing a major incident record](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-service-management/service-operations-workspace/managing-major-incident-sow.md)