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

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Configure ServiceNow Otto for CSM Major Issue Management

# Configure ServiceNow Otto for CSM Major Issue Management {#ariaid-title1}

Release version: Australia  
Updated May 20, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
As an admin, you can customize Major Issue Management detection to match the needs of your organization.

The ServiceNow Otto for CSM Major Issue Management feature is delivered by the `com.sn_csm_mim_gen_ai` plugin. This plugin is included by default with the ServiceNow Otto for CSM plugin. See [Install ServiceNow Otto for Customer Service Management (CSM)](https://www.servicenow.com/docs/QYgAsgRq55MyTPEl91v5_Q "Install required plugins and enable ServiceNow Otto for Customer Service Management (CSM) to configure and use generative AI skills in CSM Configurable Workspace and Core UI.") for more information. It runs on a Flow Designer flow called Major case agentic workflow. When the flow triggers on a new case, it invokes the
Major Cases Similarity Search Now Assist skill, evaluates the results, and updates the case record with a suggested major case link.

To activate ServiceNow Otto for CSM Major Issue Management, complete the following high level steps:  
Note:  
The flow is **inactive** by default. Even if the AI skill is activated, no AI detection runs on new cases until the Major case agentic workflow flow is activated.

1. Activate the Major Cases Similarity Search AI skill and confirm its access roles.
2. Activate the Major case agentic workflow flow and edit its trigger conditions to control which cases the AI detection runs against (for example, restrict by category, account, or product in addition to the default priority and parent conditions).
3. Extension point script include: Override detection parameters --- similarity thresholds, search profiles, maximum result counts, and additional match field filters --- by extending `NowAssistMajorIssueExtPointImpl`.

{#configure-na-for-csm-major-issue-management__ol_xg2_d2h_kjc}

## What you can configure {#configure-na-for-csm-major-issue-management__what_you_can_configure}

* Which cases the AI detection evaluates (trigger conditions)
* How strict the similarity matching is (similarity thresholds)
* How many similar cases the AI returns (maximum result counts)
* Which AI search profiles are used (which case fields are searched and how they are weighted)
* Additional exact-match field filters layered on top of the similarity search (for example, restrict matches to cases on the same account or product)
* The minimum number of similar non-major cases required before a new major case is auto-proposed
* Custom eligibility rules for which cases qualify (override `isValid()`)
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**Related tasks**   

* [Activate ServiceNow Otto for CSM Major Issue Management](https://www.servicenow.com/docs/dUCPUsRgNlSEM9xnEol~QA "Activate the AI skill, test it against your data, then activate the agentic workflow to begin AI-assisted major case detection on new cases.")  
**Related reference**   

* [ServiceNow Otto for CSM Major Issue Management Properties](https://www.servicenow.com/docs/jlcSeNYtD5fqM5Y1spv1PA "The ServiceNow Otto for CSM Major Issue Management application is configured through the NowAssistMajorIssueExtPoint extension point and the trigger conditions on the Major case agentic workflow flow. This reference describes every configurable property, the valid values, the default, and the impact.")