Major Incident header

[William Rentfrow]

Okay I'm stumped on something that's probably super easy.  We have two projects, both created off of a template project, copying all the settings.

When I create a major incident in one I get a header label in light red saying major incident.  In the other I do not.  The major incident field is correctly set in both.  I have no idea why they are behaving differently.

Top one doesn't work - bottom one does.  If it matters, both were set to a major incident using an automation that simply does this in the additional fields box of an edit incident action:

{
"fields": {
"Major incident":"MAJOR_INCIDENT"
}
}

This is JSM enterprise.

[William Rentfrow]

For what it's worth - support helped me out on this one - I hadn't run into this before.

The Major Incident label stopped appearing because at one point in the history of the project the Incident feature had been turned off.  This dis-associates all request types (and consequently issue types) from the feature.

When you re-associate one or more request types with an issue type of Incident under the Incident item in project settings it once again will display the Major Incident label.

[Marc - Devoteam]

Hi @William Rentfrow 

I can think of 2 things.

1. The field layout is different in both project
2. A 3rd party app is providing this functionality and is not active on the 2nd project

[William Rentfrow]

Thanks - I appreciate the reply.  The field layout is different but I don't know how that would affect this.  The top header for the field layout appears the same.  And I don't think it's a 3rd party app - both of these projects are in the same instance with the same apps active.

I have put the Major incident on/off slider in different places with no difference in results.

I also compared all of the features, etc.  Nothing different noted.