---
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/australia/it-service-management/service-operations-workspace/promote-major-incident-sow.html
release: australia
product: Service Operations Workspace
classification: service-operations-workspace
topic_type: task
last_updated: "2026-03-12"
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/australia/markdown/australia/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/australia/markdown/australia/it-service-management/service-operations-workspace/managing-major-incident-sow.md)