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Mark an incident as major

You can mark an incident as major by turning on the Major incident toggle. Once it’s on, we’ll move the incident to the ‘Major incidents' queue to the navigation on the left and highlight it as a Major incident to increase its visibility among other incidents. If you turn off the toggle, we’ll remove the highlight and move the incident to its previous queue. What are major incidents?

Marking an incident as major will not create a responder alert or copy the incident to Opsgenie. If you want to manage the incident from Opsgenie, you must switch to your Opsgenie account and create the incident there.

Add the major incident field to your service project

If the Major incident field doesn’t show up for your incidents, make sure you’ve added the field in your issue view. You need to be a Jira admin to add fields to an issue type.

To add or remove the Major incidents field from an issue type:

  1. From your service project, go to Project settings > Issue types.

  2. Select the incident issue type you would like to add the Major incidents field to by selecting the name of the issue type. This will take you to the configuration page for your selected issue type.

  3. Select the Fields button in the top right corner of the page.

  4. Find the Select Field dropdown beneath the list of current fields.

  5. Start typing, or use the dropdown to browse and select the Major incidents field. To remove the Major incidents field from the issue type, hover over the field and select Remove.

Adding a queue for major incidents

You might not get a separate queue for major incidents in some cases. You can add the queue by yourself in such a situation. To add a queue for major incidents:

  1. From your service project, go to Incidents > Manage queues

  2. From Manage queues window, select Create new queue.

  3. Enter a title for your queue. When saved, you’ll see this queue under your default queues, and we’ll move major incidents to this queue when you turn on the Major incident toggle.

  4. Select Switch to JQL under Filter by section.

  5. Enter the following query into this field: "Major incident" is NOT EMPTY

  6. Select Create to save.

Learn how queues are used in Jira Service Management.

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