Approve or reject a major case candidate

Users with the major issue manager role can approve or reject a major case candidate.

Before you begin

Role required: sn_customerservice_manager, sn_majorissue_mgt.major_issue_manager

About this task

You can also approve or reject a major case candidate from Agent Workspace.

Procedure

1. Navigate to All > Major Issue Management > Candidates.
2. Select the desired candidate case.
3. Select one of the following from the Case form context menu.

   Option	Description
   Approve Major Case Candidate	Approves the current major case candidate as a major case. Upon approval: If the candidate case was proposed from an existing case, a major case is created and the candidate case becomes a child case of that major case. If the candidate case was created directly, the candidate case becomes the major case.
   Reject Major Case Candidate	Rejects the current major case candidate as a major case. If rejected, provide a reason for rejecting the case in the Rejection Reason pop-up window. This information is added to the Work notes on the Case form.

4. Click Update.