---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/customer-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia 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}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

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.  
Nota:  
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} |
| Enable case type support for major cases enable_case_type_for_major_case | Enable this property to create major cases with the same case type as the candidate case. When enabled, the system preserves the sys_class_name of the candidate case when creating the major case and uses extension point implementations to determine fields to copy. * Type: true\|false * Default value: true (new installations), false (upgrades) * Location: Go to System Properties and search for `enable_case_type_for_major_case`. {#inst-with-major-issue-mgmt-props__ul_jst_1ky_l3c} Nota: For upgrade installations, this property defaults to false to preserve existing behavior where all major cases are created as base cases. Before you enable case type support, determine whether the default implementation is sufficient, or whether you need extension point implementations for your custom case types. |
[Tabela 1. Major issue management properties]

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