---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Configure major issue management

# Configure major issue management {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 6, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Major issue management enables customer communication for issues that impact a wider
audience. Use this feature to proactively identify impacted customers, provide information
to these customers, and manage the resolution process.

## Before you begin

Role required: admin

## About this task

This feature enables you to efficiently manage the communication and resolution
process for issues that impact multiple customers. With major issue management, you
can identify impacted customers who have not yet reported an issue and proactively
create cases for these customers.

## Procedure

1. Navigate to AllCustomer ServiceAdministrationGuided Setup.
2. On the Getting Started page of the guided setup, click Get Started.
3. In the Case Management category, view the list of tasks to configure the feature.  
   {#configure-major-issue-management__table_pz1_qqv_llb__entry__2}

   | Task | Description |
   |-|-|
   | Activate Major Issue Management | Activate the Major Issue Management (com.sn_majorissue_mgt) plugin. |
   | Configure Customer Service Properties | Enable a system property to synchronize data between parent and child cases. |
   [Table 1. Major Issue Management]

   {#configure-major-issue-management__table_pz1_qqv_llb}
4. To perform a task, click Configure.  
   This button opens the page in your instance where the configuration is
   completed.
{#configure-major-issue-management__steps_ckx_sxc_kjb}
**Related concepts**   

* [Major issue management overview](https://www.servicenow.com/docs/KrFwJ5IbcmcJMdxC~T_ymw "Major issue management enables customer communication for issues that impact a wider audience. Use this feature to proactively identify impacted customers, provide information to these customers, and manage the resolution process.")

*[\>]: and then