Associate an outage with a major case to keep customers informed about any issues
affecting their install base items.
Role required: sn_customerservice_manager,
sn_majorissue_mgt.major_issue_manager
-
Navigate to .
-
Click the major case you want to add outages to.
-
On the Outages related list, click
Edit.
A filter displays the outages. Only those outages related to at least
one of the services (CIs) for the install base items in the case is displayed.
In this case, a CI is typically a service being used by the
customer.
-
Add the outages you want to associate to the case.
-
Click Save.
- The outage is associated to the case and the work notes are updated
accordingly.
- Customer service agents can view the outages for a case in the Outages
related list.
