---
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


---

# Create major cases for trending case topics

# Create major cases for trending case topics {#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

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 ListsTrending Case TopicsLast 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.