Configure major issue management

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Major issue management enables customer communication for issues that impact a wider audience. Use this feature to proactively identify impacted customers, provide information to these customers, and manage the resolution process.

    Before you begin

    Role required: csm_guided_setup_user or admin

    About this task

    This feature enables you to efficiently manage the communication and resolution process for issues that impact multiple customers. With major issue management, you can identify impacted customers who have not yet reported an issue and proactively create cases for these customers.

    Procedure

    1. Navigate to All > Customer Service > Administration > Guided Setup.
    2. On the Getting Started page of the guided setup, click Get Started.
    3. In the Case Management category, view the list of tasks to configure the feature.
      Table 1. Major Issue Management
      Task Description
      Activate Major Issue Management Activate the Major Issue Management (com.sn_majorissue_mgt) plugin.
      Configure Customer Service Properties Enable a system property to synchronize data between parent and child cases.
    4. To perform a task, click Configure.

      This button opens the page in your instance where the configuration is completed.