Review and accept a proactive case as a major case

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

    • Review and accept proactive cases as major cases using the major issue management process.

    Before you begin

    Role required: sn_majorissue_mgt.major_issue_manager or sn_customerservice_manager

    Procedure

    1. Open your workspace.
    2. Navigate to Major Issue Management > Candidates.
    3. Optional: Click Major Case Information > Affected Customers to view the automatically generated list of customers affected by the issue.
    4. Optional: Click Create Child Cases to create a child case for each affected customer.
    5. Accept or reject the proactive case as a major case.
    6. Follow the major issue management process to resolve the proactive case.
      Note:
      If the Proactive Customer Service Operations with Event Management plugin is activated, your system administrator may have configured workflows to automate the creation of major cases depending on the number of accounts affected by an issue. If your system administrator has configured workflows, major cases are created in either Accepted, Proposed, or Created state depending on the settings. If Accepted, child cases are automatically created.