Users with the major issue manager role can approve or reject a major case candidate.
Role required: sn_customerservice_manager,
sn_majorissue_mgt.major_issue_manager
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Navigate to .
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Select the desired candidate case.
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Select one of the following from the Case form context menu.
Option | Description |
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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.
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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. |
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Click Update.