---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Major issue management analytics

# Major issue management analytics {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 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
{#major-issue-management-analytics__ul_rf2_w4b_zfb}