Create a major case

  • Release version: Australia
  • Updated March 12, 2026
  • 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 All > Major Issue Management > Create 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 Service > Cases > Proactive.