---
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


---

# Associate an outage to a major case

# Associate an outage to a major case {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Associate an outage with a major case to keep customers informed about any issues
affecting their install base items.

## Before you begin

Role required: sn_customerservice_manager, sn_majorissue_mgt.major_issue_manager

## About this task

If there are any existing outages for services (CIs) on install base items related to
the case, a message is displayed at the top of the screen. Review the outages and
add them to the case to expose the information to customers and keep them up to date
on any issues that might affect their install base items.

## Procedure

1. Open your workspace.
2. Navigate to Major Issue ManagementAll.
3. Click the major case you want to add outages to.
4. On the Outages related list, click Edit.  
   A filter displays the outages. Only those outages related to at least one of the services (CIs) for the install base items in the case is displayed. In this case, a CI is typically a service being used by the customer.
5. Add the outages you want to associate to the case.
6. Click Save.  
   * The outage is associated to the case and the work notes are updated accordingly.
   * Customer service agents can view the outages for a case in the Outages related list.
   {#associate-outage-case__ul_ysh_h35_njb}

*[\>]: and then