Summary

When an incident is incorrectly promoted to a Major Incident, the action can be reverted and the major incident can be demoted to a regular incident.


Process

Step 1

To demote a major incident, simply click on the demote button.




Step 2

A pop-up will ask you to confirm the action. Proceed to demote.


The major incident is now demoted to a regular incident.



On demotion:

  • MI gets converted to INC. In the above example, #MI-1061 is converted to #INC-1061
  • Associated Post Incident Report & email communication will be deleted
  • Remove all major incident fields from ticket details
  • Halt all workflows based on major incident ticket type