Create major cases for trending case topics

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

    • Work through cases more efficiently and resolve similar cases at once by creating major cases to add the backlog of cases to.

    Antes de Iniciar

    Role required: sn_majorissue_mgt.major_issue_manager

    Por Que e Quando Desempenhar Esta Tarefa

    If you didn't find an existing major case to add the trending case topics to and you think the cluster qualifies as a major case, you can create a major case, as applicable.

    Procedimento

    1. Open CSM Configurable Workspace.
    2. Navigate to Lists > Trending Case Topics > Last 1 week.
    3. Click a Cluster Id.
    4. On the Related Major Cases related list, check if there are any existing related major cases.
    5. If there are no related major cases, click Create Major Case.
      A major case is created.

      All related child cases are linked as child cases to the major case if the Parent field in the case is empty and the case is in Open state.

    O que Fazer Depois

    To access the major case, click the link in the confirmation message that a major case has been created.