---
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


---

# Review and accept a proactive case as a major case

# Review and accept a proactive case as 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

Review and accept proactive cases as major cases using the major issue management
process.

## Before you begin

Role required: sn_majorissue_mgt.major_issue_manager or
sn_customerservice_manager

## Procedure

1. Open your workspace.
2. Navigate to Major Issue ManagementCandidates.
3. **Optional:** Click Major Case InformationAffected Customers to view the automatically generated list of customers affected by the issue.
4. **Optional:** Click Create Child Cases to create a child case for each affected customer.
5. Accept or reject the proactive case as a major case.
6. Follow the major issue management process to resolve the proactive case.  
   Note:  
   If the Proactive Customer Service Operations with Event Management plugin is activated, your system administrator may have configured workflows to automate the creation of major cases depending on the number of accounts affected by an issue. If your system administrator has configured workflows, major cases are created in either Accepted, Proposed, or Created state depending on the settings. If Accepted, child cases are automatically created.
**Related concepts**   

* [Major issue management overview](https://servicenow-prod.fluidtopics.net/KrFwJ5IbcmcJMdxC~T_ymw "Major issue management enables customer communication for issues that impact a wider audience. Use this feature to proactively identify impacted customers, provide information to these customers, and manage the resolution process.")  
**Related tasks**   

* [Create a major case](https://servicenow-prod.fluidtopics.net/HesazHFGNyjV_nMcpDWtWg "Users with the customer service manager role can create a major case.")
* [Create a major case candidate](https://servicenow-prod.fluidtopics.net/G0N41uuDCalzT58yT8bE0A "Users with the customer service agent role can create a major case candidate.")
* [Approve or reject a major case candidate](https://servicenow-prod.fluidtopics.net/Ga~vGC~vi4cMSod_ywwaIA "Users with the major issue manager role can approve or reject a major case candidate.")
* [Create child cases for a major case](https://servicenow-prod.fluidtopics.net/o1QFw0SmWIVxnVDEjRczeg "Users with the customer service manager role can create a child case for each of the customers included in the major case recipients list.")

*[\>]: and then