Approve or reject a major case candidate

---
title: Approve or reject a major case candidate
description: Users with the major issue manager role can approve or reject a major case candidate.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/approve-reject-major-case-candidate.html
release: australia
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Major issue management overview, Manage cases, Use, Customer Service Management]
---

# Approve or reject a major case candidate

Users with the major issue manager role can approve or reject a major case candidate.

## Before you begin

Role required: sn\_customerservice\_manager, sn\_majorissue\_mgt.major\_issue\_manager

## About this task

You can also approve or reject a major case candidate from Agent Workspace.

## Procedure

1.  Navigate to **All** > **Major Issue Management** > **Candidates**.

2.  Select the desired candidate case.

3.  Select one of the following from the Case form context menu.

<table id="choicetable_oz5_snv_ndb"><thead><tr><th align="left" id="d128475e93">

Option

</th><th align="left" id="d128475e96">

Description

</th></tr></thead><tbody><tr><td id="d128475e102">

**Approve Major Case Candidate**

</td><td>

Approves the current major case candidate as a major case. Upon approval:

-   If the candidate case was proposed from an existing case, a major case is created and the candidate case becomes a child case of that major case.
-   If the candidate case was created directly, the candidate case becomes the major case.


</td></tr><tr><td id="d128475e122">

**Reject Major Case Candidate**

</td><td>

Rejects the current major case candidate as a major case. If rejected, provide a reason for rejecting the case in the Rejection Reason pop-up window. This information is added to the **Work notes** on the Case form.

</td></tr></tbody>
</table>4.  Click **Update**.