Propose a case as a major case candidate

task australia Updated Sep 10, 2026 1 min read propose-major-case-candidate.md

A customer service agent role can propose an existing customer service case as a major case candidate.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice.consumer_agent, sn_customerservice_manager, sn_majorissue_mgt.major_issue_manager

About this task

Cases in these states can be proposed as a major case candidate:

New
Open
Awaiting Info

Cases that are Resolved, Closed, or Canceled can’t be proposed as a major case candidate.

When proposing a case as a major case candidate, agents can specify the reason or justification for the case in the Propose Major Case pop-up window. Information provided in the Work notes and Business Impact fields are added to the Case form.

The major issue manager role receives a notification email when a case is proposed as a major case candidate. These users can select the link in the notification email to open the major case candidate in the platform interface.

Note: You can also propose a case as a major case on Agent Workspace.

Procedure

Navigate to the desired customer service case.
Select Propose Major Case in the Additional Actions menu on the Case form.
In the Propose Major Case pop-up window, enter a reason for the proposal in the Work notes field.

If desired, enter the business impact of the selected case in the Business Impact field.

This information is added in the Case form in the Work notes field and the Business Impact field in the Major Case Information section.
Select Propose.

An entry is added to the Work notes on the Case form that the case was proposed as a major case candidate. The information entered in the Propose Major Case pop-up window is also added to the Case form.

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---
title: Propose a case as a major case candidate
description: A customer service agent role can propose an existing customer service case as a major case candidate.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/propose-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]
---

# Propose a case as a major case candidate

A customer service agent role can propose an existing customer service case as a major case candidate.

## Before you begin

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

## About this task

Cases in these states can be proposed as a major case candidate:

- New
- Open
- Awaiting Info

Cases that are Resolved, Closed, or Canceled can’t be proposed as a major case candidate.

When proposing a case as a major case candidate, agents can specify the reason or justification for the case in the Propose Major Case pop-up window. Information provided in the **Work notes** and **Business Impact** fields are added to the Case form.

**Note:** You can also propose a case as a major case on Agent Workspace.

## Procedure

1. Navigate to the desired customer service case.

2. Select **Propose Major Case** in the Additional Actions menu on the Case form.

3. In the Propose Major Case pop-up window, enter a reason for the proposal in the **Work notes** field.

If desired, enter the business impact of the selected case in the **Business Impact** field.

This information is added in the Case form in the **Work notes** field and the **Business Impact** field in the Major Case Information section.

4. Select **Propose**.

An entry is added to the **Work notes** on the Case form that the case was proposed as a major case candidate. The information entered in the Propose Major Case pop-up window is also added to the Case form.