A Major Case always starts from an affected customer's case. Promoting it raises a new Major Case on your MSO customer and makes the original case its first child. The original case keeps its customer, owner, priority and SLA.
You need the MSO Team or MSO Manager role. If you're not sure what a Major Case is, start with Major Cases: running one incident that affects many customers.
Before you promote
Promote once per incident. Each promotion creates a new Major Case. If a Major Case already exists for this incident, link the case to it instead, see Link affected customers' cases to a Major Case.
Attach the affected assets first if you can. The products and services on the case are copied onto the Major Case when you promote. You can still add them later.
The case must be open. Closed cases can't be promoted. Reopen it first.
Promote the case
Open the affected customer's case.
In the side panel, expand Major Incident and click Promote to Major Case.
Check the summary at the top of the dialog. It says which MSO customer, team and category the Major Case will use, and how many affected assets will be copied onto it.
Fill in the fields below and click Promote to Major Case.
Field | What to enter |
Major Case subject (required) | Starts as "Major Incident: " plus the case's subject. Up to 200 characters. The subject is printed on the Reason For Outage PDF your customers receive, so write it the way you'd want a customer to read it. |
Named Incident Manager (required) | Starts as you. This person owns the Major Case, the Structured Review and the Reason For Outage, and gets the RFO task when the Major Case closes. Pick someone with an MSO role, or they won't be able to work the case. |
Severity / priority | Starts as your company's default priority for Major Cases. |
Outage type (required) | Degraded or Total. Starts as Degraded. |
Supplier / provider | The upstream supplier, if the fault is theirs, for example a network wholesaler. Leave it as None / not applicable otherwise. |
Incident started | Starts as when the case was raised. Correct it if the outage began earlier. You can change it later on the Structured Review. |
Why is this a Major Incident? (required) | A short reason, for example "Three customers on the same exchange have reported loss of service since 09:10." It's kept on the Major Case's history and in an internal note. |
Incident description | Starts as the case's description. It becomes the Major Case's description and the first draft of the Structured Review. |
What happens when you promote
A new Major Case is created on your MSO customer. It takes the category, sub-category and team from your Major Incident settings, the priority you chose, and the source Major Case. The Named Incident Manager is its owner. Satisfaction surveys are switched off for it.
Its SLA is worked out from the MSO customer, its sub-category and the priority. The original case's SLA doesn't change.
The original case is linked to it as its first child. That link is permanent: the case a Major Case was promoted from can never be decoupled.
The original case's affected products and services are also attached to the Major Case. They stay on the original case too.
Version 1 of the Structured Review is started with the description, start time, severity and Named Incident Manager filled in.
Both cases get an internal note and a history entry recording the promotion. The original case's note says it will be updated from the Major Case and resolved when the Major Case is closed. Nothing is sent to the customer.
You're then taken to the new Major Case, on its Structured Review tab, with the message Promoted to Major Case [reference].
What to do next
Link the other affected customers' cases. See Link affected customers' cases to a Major Case.
Let the affected customers know. See Keep everyone updated during a Major Case.
If you can't promote
What you see | What to do |
No Major Incident section on the case | You need the MSO Team or MSO Manager role. Ask your administrator. |
Major Incidents are not fully set up, so this case cannot be promoted yet. | The list under it says which setting is missing. An administrator fills it in on Settings > Major Incidents. |
Closed cases cannot be promoted to a Major Case. | Reopen the case first. |
The section says the case is part of a Major Case | It's already a child case. Work the incident on the Major Case it links to. |
The Major Case [reference] was created, but linking it could not be completed. | Open the new Major Case and link the original case to it in Associated Cases. |
More messages are explained in Major Cases: rules, limits and messages.