Approve or reject a major case candidate

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 1 min. de leitura

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

    Antes de Iniciar

    Role required: sn_customerservice_manager, sn_majorissue_mgt.major_issue_manager

    Por Que e Quando Desempenhar Esta Tarefa

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

    Procedimento

    1. Navigate to All > Major Issue Management > Candidates.
    2. Select the desired candidate case.
    3. Select one of the following from the Case form context menu.
      OptionDescription
      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.
      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.
    4. Click Update.