Demoting a major incident

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