Major Incidents - Ticket Creation


Major incidents are incidents that are used to track and resolve major losses to service. Major incident records use the same form as regular incidents with additional fields used to record information for the major incident process.

In this article: 

Critical Concepts

Use these instructions if contacting the service desk is not reasonable or possible.  A likely scenario is there is a need for a major incident to move forward without delay in order to facilitate the resolution of a major incident.  Otherwise let the service desk create the ticket as they have the greatest experience in doing just that.

Create a major incident for a service or service offering which is experiencing some sort of widespread service degradation or outage.

Note: It is assumed that whoever is creating the major incident has an agent license which will permit access to the major incident module in ServiceNow



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