Components installed with Major Issue Management

Several types of components are installed with the major issue management feature.

Roles installed with Major Issue Management

Major Issue Management provides these roles.

Role	Description	Contains Roles
Major issue manager [sn_majorissue_mgt.major_issue_manager]	Users with this role can: Create major cases Approve or reject major case candidates Add or remove child cases from major cases Add or remove impacted accounts (B2B) or consumers (B2C) The customer service manager role [sn_customerservice_manager] contains the major issue manager role.	sn_customerservice_agent sn_customerservice_consumer_agent sn_publications_recipients_user sn_publications_recipients_list_user

Properties installed with Major Issue Management

Major Issue Management provides these properties.

To access these properties, navigate to Customer Service > Administration > Properties.

Note:

To open the System Property [sys_properties] table, enter sys_properties.list in the navigation filter.

Table 1. Major issue management properties

Property	Description
Synchronize fields from parent to child case sn_customerservice.parent_child_case_sync	Enable this property to synchronize fields from a major, or parent, case to the associated child cases. Type: true|false Default value: false Location: Customer Service > Administration > Properties
Comma-separated list of fields that synchronize from parent case to child cases sn_customerservice.case_fields_to_sync	Specifies the list of fields to synchronize from the major, or parent, case to the associated child cases. Type: string Default value: priority,state,comments,work_notes,assigned_to,close_notes,resolution_code Location: Customer Service > Administration > Properties
Processes SLA asynchronously during parent to child case creation and synchronization sn_customerservice.parent_child_case_sla_async	Enables major issue management to process the SLA asynchronously during child case creation and parent-to-child case synchronization. Type: true|false Default value: true Location: Customer Service > Administration > Properties
Enable case type support for major cases enable_case_type_for_major_case	Enable this property to create major cases with the same case type as the candidate case. When enabled, the system preserves the sys_class_name of the candidate case when creating the major case and uses extension point implementations to determine fields to copy. Type: true|false Default value: true (new installations), false (upgrades) Location: Go to System Properties and search for enable_case_type_for_major_case. Note: For upgrade installations, this property defaults to false to preserve existing behavior where all major cases are created as base cases. Before you enable case type support, determine whether the default implementation is sufficient, or whether you need extension point implementations for your custom case types.