---
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


---

# Components installed with Major Issue Management

# Components installed with Major Issue Management {#ariaid-title1}

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

Several types of components are installed with the major issue management
feature.

## Roles installed with Major Issue Management {#ariaid-title2}

Major Issue Management provides these roles.
{#inst-with-major-issue-mgmt-roles__table_h4s_m35_ndb__entry__3}

| Role | Description | Contains Roles |
|-|-|-|
| Major issue manager \[sn_majorissue_mgt.major_issue_manager\] | Users with this role can: * Create major cases * Approve or reject major case candidates * Add or remove child cases from major cases * Add or remove impacted accounts (B2B) or consumers (B2C) {#inst-with-major-issue-mgmt-roles__ul_ljg_535_ndb} The customer service manager role \[sn_customerservice_manager\] contains the major issue manager role. | * sn_customerservice_agent * sn_customerservice_consumer_agent * sn_publications_recipients_user * sn_publications_recipients_list_user {#inst-with-major-issue-mgmt-roles__ul_i4s_m35_ndb} |
[ ]

{#inst-with-major-issue-mgmt-roles__table_h4s_m35_ndb}

## Properties installed with Major Issue Management {#ariaid-title3}

Major Issue Management provides these properties.
To access these properties, navigate to Customer ServiceAdministrationProperties.  
Note:  
To open the System Property \[sys_properties\] table, enter <kbd class="ph userinput">sys_properties.list</kbd> in the navigation filter.
{#inst-with-major-issue-mgmt-props__table_rr5_fk5_ndb__entry__2}

| Property | Description |
|-|-|
| Synchronize fields from parent to child case sn_customerservice.parent_child_case_sync | Enable this property to synchronize fields from a major, or parent, case to the associated child cases. * Type: true\|false * Default value: false * Location: Customer ServiceAdministrationProperties {#inst-with-major-issue-mgmt-props__ul_sr5_fk5_ndb} |
| Comma-separated list of fields that synchronize from parent case to child cases sn_customerservice.case_fields_to_sync | Specifies the list of fields to synchronize from the major, or parent, case to the associated child cases. * Type: string * Default value: priority,state,comments,work_notes,assigned_to,close_notes,resolution_code * Location: Customer ServiceAdministrationProperties {#inst-with-major-issue-mgmt-props__ul_rcl_tl5_ndb} |
| Processes SLA asynchronously during parent to child case creation and synchronization sn_customerservice.parent_child_case_sla_async | Enables major issue management to process the SLA asynchronously during child case creation and parent-to-child case synchronization. * Type: true\|false * Default value: true * Location: Customer ServiceAdministrationProperties {#inst-with-major-issue-mgmt-props__ul_dsc_4gg_d3b} |
[Table 1. Major issue management properties]

{#inst-with-major-issue-mgmt-props__table_rr5_fk5_ndb}

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