Review and accept a proactive case as a major case

task brazil Updated Sep 10, 2026 1 min read resolve-proactive-case-major-case.md

Raw file servicenow.com

Review and accept proactive cases as major cases using the major issue management process.

Before you begin

Role required: sn_majorissue_mgt.major_issue_manager or sn_customerservice_manager

Procedure

Open your workspace.
Navigate to Major Issue Management > Candidates.
Click Major Case Information > Affected Customers to view the automatically generated list of customers affected by the issue.
Click Create Child Cases to create a child case for each affected customer.
Accept or reject the proactive case as a major case.
Follow the major issue management process to resolve the proactive case.

Note: If the Proactive Customer Service Operations with Event Management plugin is activated, your system administrator may have configured workflows to automate the creation of major cases depending on the number of accounts affected by an issue. If your system administrator has configured workflows, major cases are created in either Accepted, Proposed, or Created state depending on the settings. If Accepted, child cases are automatically created.

Related topics

Major issue management overview

Create a major case

Create a major case candidate

Approve or reject a major case candidate

Create child cases for a major case

51 lines · 2.5 KB Wrap lines

---
title: Review and accept a proactive case as a major case
description: Review and accept proactive cases as major cases using the major issue management process.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/customer-service-management/resolve-proactive-case-major-case.html
release: brazil
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Using Proactive Customer Service Operations, Automate and optimize, Use, Customer Service Management]
---

# Review and accept a proactive case as a major case

Review and accept proactive cases as major cases using the major issue management process.

## Before you begin

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

## Procedure

1. Open your workspace.

2. Navigate to **Major Issue Management** &gt; **Candidates**.

3. Click **Major Case Information** &gt; **Affected Customers** to view the automatically generated list of customers affected by the issue.

4. Click **Create Child Cases** to create a child case for each affected customer.

5. Accept or reject the proactive case as a major case.

6. Follow the major issue management process to resolve the proactive case.

**Note:** If the Proactive Customer Service Operations with Event Management plugin is activated, your system administrator may have configured workflows to automate the creation of major cases depending on the number of accounts affected by an issue. If your system administrator has configured workflows, major cases are created in either **Accepted**, **Proposed**, or **Created** state depending on the settings. If **Accepted**, child cases are automatically created.

**Related topics**

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

[Create a major case](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/create-major-case.md)

[Create a major case candidate](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/create-major-case-candidate.md)

[Approve or reject a major case candidate](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/approve-reject-major-case-candidate.md)

[Create child cases for a major case](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/create-child-cases-for-major-case.md)