Create an outage from a major case

  • Release version: Xanadu
  • Updated August 1, 2024
  • 1 minute to read

    • 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 click an existing major case with no outages associated to it.
    4. Click Create Outage.
      Note:
      You can only create an outage from a case if there are no outages already associated to it and there is at least one affected install base item associated to the case. You cannot create an outage on a child case.
    5. Fill out the fields on the Outage form, as required.
    6. Click Submit.
      All services (CIs) associated to the install base items in the case are associated to the outage as Affected CIs.