Now Assist for CSM Major Issue Management
Summarize
Summary of Now Assist for CSM Major Issue Management
Now Assist for CSM Major Issue Management (MIM) helps Major Case Managers efficiently identify and manage high-priority cases by leveraging AI-driven workflows. When a high-priority case (P1 or P2) with no parent case is created, the system automatically evaluates it to determine if it relates to an existing major case, proposes a new major case, or requires no further action. This streamlines the handling of critical issues and ensures timely case linkage and escalation within the ServiceNow Customer Service Management (CSM) environment.
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How the Workflow Operates
The MIM workflow triggers automatically when a case meets these conditions:
- Priority is P1 or P2
- The case has no parent case
The workflow runs in two sequential stages using different AI search profiles and similarity thresholds:
- Stage 1: Direct Major Case Search – The system compares the new case against known major cases using a high similarity threshold (default 0.75). If a match is found, the case is automatically linked to that major case.
- Stage 2: Indirect Similarity Search – If no direct match is found, the workflow compares the case against non-major cases linked to major cases at a lower threshold (default 0.70). Depending on the results, it either links the case indirectly or proposes a new major case.
Outcomes and Actions
- Option 1: Direct Match – The new case closely matches an existing major case. The system sets the Suggested Major Case field, adds a worknote, updates business impact, and links the case automatically. No manual action is needed; the case can be monitored through the standard major case lifecycle.
- Option 2: Indirect Match – The new case resembles child cases linked to a major case. Similar to Option 1, it is linked automatically with updates and notes, requiring no manual intervention.
- Option 3: Propose a Major Case – If no existing major case matches but a cluster of similar cases meets threshold criteria, the system proposes a new major case. It updates the relevant fields, adds worknotes, and triggers the Major Issue Management lifecycle. The proposed major case then appears in the Major Case Manager queue for review and approval or rejection.
Practical Benefits for ServiceNow Customers
- Automates identification and linkage of high-priority cases to existing or new major cases, reducing manual effort and accelerating resolution.
- Ensures consistent evaluation based on configurable AI similarity thresholds, allowing customization to fit organizational needs.
- Provides visibility and control for Major Case Managers by proposing new major cases for review, maintaining governance over major issue escalation.
- Integrates seamlessly with the standard major case lifecycle for streamlined monitoring and management.
As a Major Case Manager, you can review and approve or reject a proposed major case when a high-priority case is created with no parent.
The Major Issue Management (MIM) agentic workflow evaluates each qualifying case against existing major cases and related cases in your system. Based on what the AI detects, it does one of three things: links the case to an existing major case automatically, proposes a new major case for your review, or determines there is no major case to propose.
Trigger conditions
Once the workflow is activated, it triggers automatically when a case meets both of the following criteria:
- Priority is P1 or P2
- The case has no parent case
How the workflow runs
The workflow runs in two sequential stages. Each stage uses a different AI search profile and similarity threshold.
- Stage 1 — Direct major case search
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The workflow retrieves the new case details and runs a similarity search against known major cases using the
MIM_MAJOR_CASE_PROFILE(default threshold: 0.75).If the case meets the similarity threshold, Option 1 applies and the workflow ends.
- Stage 2 — Indirect similarity search
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If Stage 1 finds no match, the workflow runs a second search using the
MIM_NON_MAJOR_CASE_PROFILE(default threshold: 0.70), comparing the new case against non-major cases that may already be linked to a major case.If this search returns no results, the workflow ends with no action. If results are found, the workflow checks the similarity pattern to determine whether Option 2 or Option 3 applies.
Option 1: Direct match to a major case
The workflow found that the new case closely resembles an existing active major case (similarity meets the MIM_MAJOR_CASE_PROFILE threshold).
What the workflow does:
- Sets the Suggested Major Case field on the new case to the matching major case
- Adds a worknote summarizing the match
- Updates the business impact on the case
No action required. The case is linked automatically. You can monitor it through the standard major case lifecycle.
Option 2: Indirect match through a child case
Stage 1 found no direct match, but the Stage 2 search found that the new case resembles cases already linked as children to an existing major case.
What the workflow does:
- Sets the Suggested major case field on the new case to the existing active major case
- Adds a worknote summarizing the indirect association
- Updates the business impact on the case
No action required. The case is linked automatically. Monitor it through the standard major case lifecycle.
Option 3: Propose a major case
The workflow found no existing major case to link this case to, but the pattern of similar cases meets the threshold required to propose a new major issue.
What the system does:
- Sets
major_case_stateto Proposed on the new case - Sets the Suggested major case field on all similar cases to this new case
- Adds a worknote and updates business impact across all related cases
- Writes the
suggested_major_casevalue to thesn_customerservice_caserecord - Triggers the Major Issue Management lifecycle
The proposed major case appears in the major case manager queue for review, and you can approve or reject it. See Review a proposed major case for more information.