Approve or reject a major case candidate
Users with the major issue manager role can approve or reject a major case candidate.
Before you begin
Role required: sn_customerservice_manager, sn_majorissue_mgt.major_issue_manager
About this task
You can also approve or reject a major case candidate from Agent Workspace.
Procedure
Navigate to All > Major Issue Management > Candidates.
Select the desired candidate case.
Select one of the following from the Case form context menu.
| Option | Description |
|---|---|
| Approve Major Case Candidate | Approves the current major case candidate as a major case. Upon approval: - If the candidate case was proposed from an existing case, a major case is created and the candidate case becomes a child case of that major case. - If the candidate case was created directly, the candidate case becomes the major case. |
| Reject Major Case Candidate | Rejects the current major case candidate as a major case. If rejected, provide a reason for rejecting the case in the Rejection Reason pop-up window. This information is added to the Work notes on the Case form. |
- Click Update.