Major Cases are run by users with the MSO Team or MSO Manager role. Approving a Reason For Outage is different: it depends on being in the MSO approver group team, not on a role. Your administrator sets both up, see Set up Major Cases for your company.
Below, "an MSO role" means MSO Team or MSO Manager. The CRM Administrator role on its own doesn't count.
Who can do what
Action | Who can do it |
Open a Major Case and read it, including its Structured Review and Reason For Outage tabs | Everyone who can see cases |
Add a note to a Major Case | Everyone who can add notes. Only users with an MSO role can copy a note to the child cases. |
See the Major Incident section on an ordinary case | Users with an MSO role |
Promote a case to a Major Case | Users with an MSO role |
Edit and save a Major Case (subject, status, owner, assets and so on) | Users with an MSO role |
Link a case to a Major Case as a child | Users with the Allow Manage Case Link role, on the Case Management Screen |
Decouple a child case from its Major Case | Users with the MSO Manager role and the Allow Manage Case Link role, while the Major Case is open. Nobody can decouple the case it was promoted from. |
Copy notes to child cases, and send a customer update | Users with an MSO role |
Edit, finalise and amend the Structured Review | Users with an MSO role |
Close a Major Case | Users with an MSO role, once the Structured Review is finalised |
Close a child case while its Major Case is still open | Users with an MSO role. Everyone else waits for the Major Case to close, which closes the child for them. |
Draft, submit and amend the Reason For Outage, and retry a publish that didn't finish | Users with an MSO role |
Approve a Reason For Outage, or request changes | Members of the MSO approver group team. No role is needed. The person who submitted it can approve it only if Allow self-approval is Yes. |
Change Settings > Major Incidents | CRM Administrators, and users who can edit company settings |
Switch Major Cases on or off | CRM Administrators, on the Marketplace page |
If you don't have an MSO role
You can open any Major Case. The Major Incident section says View only, and you can read the review, the notes and whether it's closed. The case's fields are greyed out and its Save buttons are switched off. If you try to change it another way, for example by editing the subject or through the API, you'll see a message that the Major Case is managed by users with the MSO Team or MSO Manager role.
You can still add notes to a Major Case.
Child cases aren't view-only
An affected customer's case keeps working as normal after it's linked to a Major Case. Its owner can edit it, add notes and attach assets. The only difference is closing: while the Major Case is open, only users with an MSO role can close a child case. Everyone else sees: This case is part of Major Case [reference] and is closed by the MSO team when the Major Case is resolved.
Once the Major Case is closed, its child cases behave like any other case.