This article is for administrators. You do this once. When you're done, your MSO team can promote a case to a Major Case. If you're new to Major Cases, read Major Cases: running one incident that affects many customers first.
Before you start
Have these ready. You'll pick each of them on the settings page.
An internal MSO customer. Create a customer record just for your MSO team, for example named after your network operations team. Every Major Case is created on this customer, never on a real customer, so real customers' records, portals and reports are untouched.
A case category and sub-category for Major Cases. For example, a category called Major Incident with a sub-category under it. A Major Case's SLA is worked out from this sub-category, the MSO customer and the priority, like any other case, so give the sub-category an SLA that suits an incident. See Managing case categories and sub-categories.
An MSO team. The team new Major Cases are assigned to.
An approver team. Its members approve each Reason For Outage before customers see it. It can be the same team as the MSO team, or a separate group of managers.
Step 1: switch Major Cases on
Go to Settings > Scriptable Functions and click Marketplace.
Scroll to Company Settings. Under General, switch on Enable Major Incident Cases.
Only users with the CRM Administrator role can use the Marketplace page. The change is recorded in your company's audit history.
Step 2: fill in Settings > Major Incidents
In Settings, open Major Incidents. Every list on the page can be searched by typing.
Setting | What it does |
MSO customer (required) | The internal customer every Major Case is created on. Only live customers are listed. |
Case category and Case sub-category (required) | What a new Major Case is created with. Only sub-categories of the chosen category are offered. Changing them later affects new Major Cases only. |
Default priority (required) | The priority the Promote dialog starts with. The MSO team can choose another when promoting, and change it later. |
MSO team (required) | New Major Cases are assigned to this team. Being in the team doesn't give anyone permissions. The roles in step 3 do that. |
MSO approver group (required) | Members of this team approve a submitted Reason For Outage or send it back for changes. One approval is enough. They're all emailed when an RFO is submitted. |
Allow self-approval | No by default: someone other than the person who submitted the RFO has to approve it. Yes lets the submitter approve their own RFO if they're in the approver group. |
Publication target (days) | How many days after a Major Case closes its Reason For Outage should be published. 14 by default, 1 to 365. It sets the due date of the RFO task and when an RFO counts as overdue. It's a prompt, not a block. |
Keep the MSO customer out of customer reports | Yes by default. Leaves the MSO customer out of customer widgets, customer reports, customer work stacks and other customers' portals. Its cases still show wherever cases are listed. See Find Major Cases and track overdue RFOs. |
Click Save. If anything required is missing, a Not ready to promote cases yet box at the top of the page lists it.
Saving also does two things for you:
It ticks Suppress Ratings on the MSO customer, so it is never sent satisfaction surveys or chased for an account review.
It makes the Overdue RFOs dashboard tile available to your company.
To save this page you need the CRM Administrator role or permission to edit company settings.
Step 3: give people the right roles
In User Administration, give these roles to the people who run Major Cases. You'll find them in the General Access group.
MSO Team: promote, own and close Major Cases, complete the Structured Review, copy notes and send updates to child cases, and draft and submit the Reason For Outage.
MSO Manager: everything an MSO Team member can do, plus decouple a child case from its Major Case.
Allow Manage Case Link: needed by anyone who links cases to a Major Case or decouples them, because that's done in the Associated Cases section, which only shows with this role.
Also check that:
Your approvers are members of the MSO approver group team. They don't need an MSO role to approve.
If Allow self-approval is No, the approver group has at least two people, so there's always someone who can approve.
The MSO team uses the Case Management Screen. Associated Cases, and the option to copy notes to child cases, are only on that screen.
The CRM Administrator role on its own doesn't give access to Major Case actions. Administrators who run incidents need the MSO Team or MSO Manager role too.
Step 4 (optional): add the tracking tools
Add the Overdue RFOs tile to the dashboards of the people who chase Reasons For Outage.
Build a case work stack with Show Major Cases only ticked, so the MSO team has a list of every Major Case.
Both are explained in Find Major Cases and track overdue RFOs.
Step 5: check you're ready
Sign in as someone with the MSO Team role and open any open customer case. The side panel now has a Major Incident section with a Promote to Major Case button.
If it says Major Incidents are not fully set up, so this case cannot be promoted yet, the list under it says what's missing. Follow Open Major Incident settings to fix it.
If there's no Major Incident section at all, check the user has the MSO Team or MSO Manager role, and that Enable Major Incident Cases is on.