Add trending case topics to existing major cases

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

    • Work through cases more efficiently and resolve similar cases at once by identifying any existing major cases that the backlog of cases can be linked to.

    Before you begin

    Role required: sn_majorissue_mgt.major_issue_manager

    Procedure

    1. Open CSM Configurable Workspace.
    2. Navigate to Lists > Trending Case Topics > Last 1 week.
    3. Click a Cluster Id.
    4. On the Related Major Cases related list, check if there are any existing related major cases.
    5. On the Related Cases related list, select the cases you want to add as child cases in the existing major case.
    6. Click Edit.
    7. In the Parent field, copy the number of the major case to add the child cases to.
    8. ClickUpdate.