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What are major incidents?
Changes to Free and Standard plans in Jira Service Management
As of October 16, 2024, advanced incident management capabilities (such as major incidents and post-incident reviews) for Jira Service Management will move from Standard to Premium plans. After this point, only Premium and Enterprise plans will have access to these capabilities.
Existing projects in Free and Standard plans will continue to support existing request types and issue types. Read more about the plan changes.
Major incidents are incidents that cause significant disruption to everyday business operations, and usually demand an urgent, high-priority (sometimes all-hands) response. What is or isn’t a major incident should be defined and agreed upon based on your own particular situation. For example, a major incident could be created if a critical business service is affected or you have a service outage that affects a pre-defined number of users.
When critical services experience an outage, Jira Service Management Cloud provides the necessary tools to help agents resolve incidents quickly. Marking an incident as major associates more severe traits and visibly distinguishes the incident from other incidents. Also, these incidents are grouped under their own JQL-powered ‘Major incident’ queue.
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