Create a major case
task brazil Updated Sep 10, 2026 1 min read create-major-case.md
Users with the customer service manager role can create a major case.
Before you begin
Role required: sn_customerservice_manager
Procedure
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Navigate to All > Major Issue Management > Create Major Case.
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Fill in the fields on the Case form.
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In the Major Case Information form section, fill in the Business impact and Probable case fields.
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Click Submit.
What to do next
You can view all cases by navigating to Customer Service > Cases > Proactive.
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--- title: Create a major case description: Users with the customer service manager role can create a major case. locale: en-US canonical_url: https://www.servicenow.com/docs/r/customer-service-management/create-major-case.html release: brazil topic_type: task last_updated: "2026-09-10" reading_time_minutes: 1 breadcrumb: [Major issue management overview, Manage cases, Use, Customer Service Management] --- # Create a major case Users with the customer service manager role can create a major case. ## Before you begin Role required: sn\_customerservice\_manager ## Procedure 1. Navigate to **All** > **Major Issue Management** > **Create Major Case**. 2. Fill in the fields on the Case form. 3. In the Major Case Information form section, fill in the **Business impact** and **Probable case** fields. 4. Click **Submit**. ## What to do next You can view all cases by navigating to **Customer Service** > **Cases** > **Proactive**.
| title | Create a major case |
| description | Users with the customer service manager role can create a major case. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/customer-service-management/create-major-case.html |
| release | brazil |
| topic_type | task |
| last_updated | 2026-09-10 |
| reading_time_minutes | 1 |
| breadcrumb | Major issue management overviewManage casesUseCustomer Service Management |