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

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Approve or reject a major case candidate

# Approve or reject a major case candidate {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Users with the major issue manager role can approve or reject a major case candidate.

## Before you begin

Role required: sn_customerservice_manager, sn_majorissue_mgt.major_issue_manager

## About this task

You can also approve or reject a major case candidate from Agent Workspace.

## Procedure

1. Navigate to AllMajor Issue ManagementCandidates.
2. Select the desired candidate case.
3. Select one of the following from the Case form context menu.

   | Option | Description |
   | Approve Major Case Candidate | Approves the current major case candidate as a major case. Upon approval: * If the candidate case was proposed from an existing case, a major case is created and the candidate case becomes a child case of that major case. * If the candidate case was created directly, the candidate case becomes the major case. {#approve-reject-major-case-candidate__ul_bbp_hzv_ndb} |
   | Reject Major Case Candidate | Rejects the current major case candidate as a major case. If rejected, provide a reason for rejecting the case in the Rejection Reason pop-up window. This information is added to the Work notes on the Case form. |
   |-|-|

   {#approve-reject-major-case-candidate__choicetable_oz5_snv_ndb}
4. Click Update.

*[\>]: and then