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What are major incidents?


This article refers to features that are currently rolling out. To find out when these features will be live on your site, keep an eye on our release notes or the Atlassian Community.

As of December 10, 2021, agents can mark incidents as major directly from Jira Service Management Cloud instead of switching to Opsgenie.

Previously, when agents needed to respond to an incident urgently, they had to create a major incident from Jira Service Management Cloud and switch to Opsgenie to manage it. This cost agents a lot of time trying to find the information about the major incident.

You can still access all your previous major incidents in Opsgenie.

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.

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.

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.

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