This article covers how Major Cases show up across The Layer, how to list them, how to keep an eye on Reasons For Outage that are running late, and how the MSO customer is kept out of your customer reporting.
Spotting Major Cases and child cases
On the case: a Major Case has a MAJOR badge in its header. A child case shows the Major Case's reference in its header, as a link.
In lists: in a customer's case list and in case work stacks, both carry a Major tag next to the subject. Hover over it: a Major Case says This is a Major Case, a child case says Part of Major Case [reference]. In a work stack the tag is on the Subject column, so it doesn't show if that column is hidden.
In Associated Cases: rows are tagged Major (the Major Case this case belongs to) or Child case.
On the MSO customer: every Major Case is on your MSO customer, so its Cases tab lists them all.
A work stack of Major Cases
Create or edit a case work stack template. See Creating Case Work Stack.
Under Case Options, in Major Incidents, tick Show Major Cases only.
Save the template.
The work stack and its count then include Major Cases only, not their child cases. Combine it with the status filter to see only open ones. The option only appears when Major Cases are switched on.
The Overdue RFOs tile
The Overdue RFOs dashboard tile lists every Major Case whose Reason For Outage is past its target date and not yet published, grouped by Named Incident Manager. The target is set in your Major Incident settings.
Column | Shows |
Incident Manager | The Named Incident Manager, or Unassigned |
Major Case and Subject | The Major Case's reference and subject |
MSO Assignee | Who the Major Case is assigned to |
RFO | Where it's got to: Draft, Awaiting approval, Changes requested or Approved |
Due and Days overdue | The target date, and how many days past it |
Adding the tile
It becomes available once an administrator has saved Settings > Major Incidents with Major Cases switched on.
CRM Administrators can add it to their dashboard from the list of widgets. Other users get it through a widget group their administrator sets up.
Keeping the MSO customer out of reports
Your MSO customer isn't a real customer, so you don't want it counted in customer numbers. With Keep the MSO customer out of customer reports set to Yes in Settings > Major Incidents (the default), the MSO customer is left out of:
customer dashboard widgets, such as customer base, product and service counts, MRR and customers by segment
Report Builder reports on customers
customer work stacks, their counts and exports
AI customer rankings and at-risk lists
automations that sweep customers, such as account reviews due
company-wide service lists and expiring-service checks
other customers' portals
It isn't hidden from case lists, case work stacks, case reports, customer search or the customer record itself. Major Cases still show wherever cases are listed.
Good to know:
A Report Builder customer report saved before Major Cases were switched on picks up the exclusion the next time it's saved.
After switching Major Cases on, the exclusion can take up to a minute to apply.
Separately, saving the settings ticks Suppress Ratings on the MSO customer, and every Major Case has satisfaction surveys switched off, so the MSO customer is never surveyed or chased for an account review.