Major Case form view
Summarize
Summary of Major Case form view
The Major Case form view in Major Issue Management allows ServiceNow customers to manage significant incidents through a dedicated interface. It includes the Major Case Information form section and a Child Cases related list. Unlike regular cases, major cases are not linked to specific accounts or contacts; instead, related customer and account info is maintained in associated child cases.
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Major Case Information form section
This section captures critical details about the major case, including:
- Major case state: Tracks the status of the case with states such as Proposed (initial candidate state), Accepted (active major case), Rejected (candidate declined), and Cancelled.
- Business impact: Describes the impact of the issue on the business, editable by customer service agents and major issue managers.
- Probable cause: Indicates the likely cause of the issue, also editable by agents and managers.
- Affected Customers: Visible only when the case is Accepted, this field lists recipients impacted and drives the creation of child cases for those accounts or consumers.
Work notes automatically update during key transitions such as proposal, acceptance, or rejection, providing auditability and communication trails for both major and child cases.
Child cases and Related lists
- Child cases: Automatically created from the recipients list upon acceptance of the major case, these can also be manually added or removed. They contain the specific account or consumer details relevant to the issue.
- Suggested child cases: Cases identified by AI detection workflows as potential members of the major case group appear here. Major issue managers can review and add or remove these cases to maintain accurate grouping.
Practical benefits for ServiceNow customers
This form view enables service teams to efficiently track and manage major incidents with clear status control and impact assessment. The automatic linking of child cases ensures that detailed customer information is maintained without cluttering the major case form. AI-assisted suggestions help managers identify all relevant cases quickly, improving incident response coordination and customer communication.
Major issue management provides the Major Case form view, which includes the Major Case Information form section and the Child Cases related list.
The Major Case form view does not display account-related information because a major case is not linked to a specific account, contact, or consumer. This information is stored in the child cases associated with a major case.
Major Case Information form section
| Field | Description |
|---|---|
| Major case state | A major case can be in one of these states:
|
| Business impact | The business impact of the issue identified in the major case. |
| Probable cause | The probable cause of the issue identified in the major case. |
| Affected Customers | The recipients list selected for the major case. Child cases are created for the accounts or consumers included in the recipients list. This field is only visible when the major case state is Accepted. |
Customer service agents can update the Business impact and Probable cause fields as well as add work notes. Major issue managers can update the Business Impact and Probable Cause fields and attach a recipients list. The Affected Customers field is only visible when the major case state is Accepted.
The Work notes field on the major case form is updated when a major case is proposed or a candidate case is created manually. The Work notes field on associated child cases is updated when a major case is accepted.
When a major issue manager rejects a candidate case, the Major Case State field is set to Rejected and the Work notes field is updated with the case state. The candidate case reverts to a regular case.Related lists
- Child cases
- All child cases associated with a major case are added to this list. Child cases are created automatically from the recipients list and can also be added or removed manually.
- Suggested child cases
- Cases that have been identified by the AI detection workflow as potential members of the major case group are located in this list. The major issue manager can add these cases as child cases on the major case, or remove them.