---
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


---

# Create an outage from a major case

# Create an outage from 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

Create an outage from 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 no outages exist, you can also create outages directly from a major case to inform
affected customers.

## Procedure

1. Open your workspace.
2. Navigate to Major Issue Management.
3. Create a major case or click an existing major case with no outages associated to it.
4. Click Create Outage.  
   Note:  
   You can only create an outage from a case if there are no outages already associated to it and there is at least one affected install base item associated to the case. You cannot create an outage on a child case.
5. Fill out the fields on the Outage form, as required.
6. Click Submit.  
   All services (CIs) associated to the install base items in the case are associated to the outage as Affected CIs.