Components installed with Major Issue Management

  • Release version: Xanadu
  • Updated August 1, 2024
  • 1 minute to read

    • Several types of components are installed with the major issue management feature.

    Roles installed with Major Issue Management

    Major Issue Management provides these roles.

    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)

    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

    Properties installed with Major Issue Management

    Major Issue Management provides these properties.

    To access these properties, navigate to Customer Service > Administration > Properties.
    Note:
    To open the System Property [sys_properties] table, enter sys_properties.list in the navigation filter.
    Table 1. Major issue management properties
    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 Service > Administration > Properties
    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 Service > Administration > Properties
    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 Service > Administration > Properties