Create an outage from a major case

---
title: Create an outage from a major case
description: Create an outage from a major case to keep customers informed about any issues affecting their install base items.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/customer-service-management/track-outages-csm.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]
---

# Create an outage from a major case

Create an outage from a major case to keep customers informed about any issues affecting their install base items.

## Before you begin

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

## About this task

If no outages exist, you can also create outages directly from a major case to inform affected customers.

## Procedure

1.  Open your workspace.

2.  Navigate to **Major Issue Management**.

3.  Create a major case or select an existing major case with no outages associated with it.

4.  Select **Create Outage**.

    **Note:** You can only create an outage from a case if there are no outages already associated with it and there is at least one affected install base item associated with the case. You can’t create an outage on a child case.

5.  Fill out the fields on the Outage form, as required.

6.  Select **Submit**.

    All services \(CIs\) associated with the install base items in the case are associated with the outage as **Affected CIs**.