Create an outage from a major case

Create an outage from a major case to keep customers informed about any issues affecting their install base items.

Before you begin

Role required: sn_customerservice_manager, sn_majorissue_mgt.major_issue_manager

About this task

If no outages exist, you can also create outages directly from a major case to inform affected customers.

Procedure

1. Open your workspace.
2. Navigate to Major Issue Management.
3. Create a major case or select an existing major case with no outages associated with it.
4. Select Create Outage.
   Note:

   You can only create an outage from a case if there are no outages already associated with it and there is at least one affected install base item associated with the case. You can’t create an outage on a child case.
5. Fill out the fields on the Outage form, as required.
6. Select Submit.
   All services (CIs) associated with the install base items in the case are associated with the outage as Affected CIs.