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Approve or reject a major case candidate

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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

Procedure

  1. Navigate to Major Issue Management > Candidates.
  2. Select the desired candidate case.
  3. Select one of the following from the Case form context menu.
    OptionDescription
    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.

  4. Click Update.
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