---
sourceDocument: Zurich Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/customer-service-management

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Create a major case

# Create a major case {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Users with the customer service manager role can create a major case.

## Before you begin

Role required: sn_customerservice_manager

## Procedure

1. Navigate to AllMajor Issue ManagementCreate Major Case.
2. Fill in the fields on the Case form.
3. In the Major Case Information form section, fill in the Business impact and Probable case fields.
4. Click Submit.

## What to do next

You can view all cases by navigating to Customer ServiceCasesProactive.

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