Create major cases for trending case topics

---
title: Create major cases for trending case topics
description: Work through cases more efficiently and resolve similar cases at once by creating major cases to add the backlog of cases to.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/major-cases-trending-topics.html
release: australia
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Using CRM Workspace in Customer Service Management, Manage cases, Use, Customer Service Management]
---

# Create major cases for trending case topics

Work through cases more efficiently and resolve similar cases at once by creating major cases to add the backlog of cases to.

## Before you begin

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

## About this task

If you didn't find an existing major case to add the trending case topics to and you think the cluster qualifies as a major case, you can create a major case, as applicable.

## Procedure

1.  Open CRM Workspace.

2.  Navigate to **Lists** > **Trending Case Topics** > **Last 1 week**.

3.  Click a **Cluster Id**.

4.  On the Related Major Cases related list, check if there are any existing related major cases.

5.  If there are no related major cases, click **Create Major Case**.

    A major case is created.

    All related child cases are linked as child cases to the major case if the **Parent** field in the case is empty and the case is in **Open** state.


## What to do next

To access the major case, click the link in the confirmation message that a major case has been created.