Difference between P1(critical) incident and major incident ? (2023)

Incident management is out of the box solution, included in the main package.

Major incident management is additional plugin that you subscribe for.

Whether one incident is major or not is a decision, taken by the major incident manager. Of course all Major incidents have priority 1 - this is somehow natural. If something is breaking your normal business operations, then it must be with a high priority in your queue, right?

Please read a bit more for ITSM processes, some ITIL training or something that will bring more clarity in your mind about processes. Then you'll see that the tool is following the processes, and works as it is supposed to work.

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