Configure major issue management

---
title: Configure major issue management
description: 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.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/configure-major-issue-management.html
release: australia
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Configure case management, Case management, Organize agent workspaces, Configure, Customer Service Management]
---

# Configure major issue management

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.

## Before you begin

Role required: csm\_guided\_setup\_user or admin

## About this task

This feature enables you to efficiently manage the communication and resolution process for issues that impact multiple customers. With major issue management, you can identify impacted customers who have not yet reported an issue and proactively create cases for these customers.

## Procedure

1.  Navigate to **All** > **Customer Service** > **Administration** > **Guided Setup**.

2.  On the Getting Started page of the guided setup, click **Get Started**.

3.  In the Case Management category, view the list of tasks to configure the feature.

    |Task|Description|
    |----|-----------|
    |Activate Major Issue Management|Activate the Major Issue Management \(com.sn\_majorissue\_mgt\) plugin.|
    |Configure Customer Service Properties|Enable a system property to synchronize data between parent and child cases.|

4.  To perform a task, click **Configure**.

    This button opens the page in your instance where the configuration is completed.


**Related topics**  


[Major issue management overview](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/major-issue-management.md)