Major issue management analytics

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

    • Provides indicators on the Customer Service dashboards for major cases and child cases.

    Action indicators are available on the Customer Service dashboards when the Performance Analytics - Content Pack - Customer Service Management - Advanced plugin (com.snc.pa.customer_service_advanced) is activated.
    Note:
    Activate the Major Issue Management plugin (com.sn_majorissue_mgt) to view the related indicators. Without this plugin, the indicators may not display correctly.
    Indicators:
    • Number of Open Major Cases (by day, week, month)
    • Percentage of Resolved Major Cases (by day, week, month)
    • Number of Cases which are Child of Major Case
    • Percentage of Major Case Candidates (by day, week, month)
    • Percentage of Child Cases which are Auto Created from Major Case
    • Number of customers impacted by major issue