Use this page to look up a message you've seen on a Major Case, or to check a rule before you start. Square brackets stand for the real values, such as a case reference.
Setting up and promoting
Message | What it means and what to do |
Major Incident Cases are switched off for this company | A CRM Administrator switches on Enable Major Incident Cases in Settings > Scriptable Functions > Marketplace, under Company Settings. See Set up Major Cases for your company. |
Not ready to promote cases yet / Major Incidents are not fully set up, so this case cannot be promoted yet. | A required setting is missing. The list under the message says which. Fill it in on Settings > Major Incidents. |
The settings could not be saved | Saving needs the CRM Administrator role or permission to edit company settings. |
The sub-category does not belong to the chosen category, so it was not saved. | Pick a sub-category of the chosen category and save again. |
Only users with the MSO Team or MSO Manager role can promote a case to a Major Case. | Ask your administrator for the role, or ask someone who has it. |
A closed case cannot be promoted. Reopen it first. | Reopen the case, then promote it. |
This case is already a Major Case. / This case already belongs to a Major Case. | Work the incident on the existing Major Case. |
The Named Incident Manager must be an active user of this company. | Pick an active user. |
Linking and decoupling
Message | What it means and what to do |
A case can only be made a child of a Major Case. Promote the parent to a Major Case first. | Usually the relationship is the wrong way round. Use Parent Of on the Major Case, or Child Of on the customer's case. |
This case already belongs to a Major Case. A case can have at most one Major Case parent. | It's linked to a different Major Case. Check which incident it really belongs to. |
A Major Case cannot be a child of another Major Case. | Major Cases can't be nested. Link the customers' cases to one Major Case instead. |
This Major Case is closed, so no more cases can be linked to it. | If the customer needs the Reason For Outage, send it to them directly. |
This is the case the Major Case was promoted from, so it stays linked to it. | That link is permanent and can't be removed. |
Only an MSO Manager can decouple a case from its Major Case. | Ask someone with the MSO Manager role. |
This Major Case is closed, so its cases stay linked. | Cases can't be decoupled after closure. They were resolved by the Major Case and receive its Reason For Outage. |
Working the incident
Message | What it means and what to do |
View only. This Major Case is worked by users with the MSO Team or MSO Manager role | You can read the Major Case and add notes, but not change it. Ask someone with an MSO role. Messages such as This Major Case is view only or This Major Case is worked by the MSO team mean the same. |
Only users with the MSO Team or MSO Manager role can send updates from a Major Case. | Ask someone with an MSO role to send it. |
Nobody would be emailed: the affected cases have no contacts or watchers who can be emailed. | The note is still posted on each case. The Not included list says why each person was left out. |
Cascaded to 0 child cases | The copies couldn't be made, usually because you can't access those cases. Check your access, or ask a colleague to add the note. |
Structured Review and closing
Message | What it means and what to do |
The review cannot be finalised yet. Still missing: [sections] | Fill in the sections listed. If it says Affected assets, add at least one product or service to the Major Case or a linked case. |
This review is finalised. Use Amend to open a new version. | Click Amend (new version) to make changes. |
This Major Case cannot be closed until its Structured Review is complete and finalised. | Complete and finalise the review first. See Complete the Structured Review for a Major Case. |
Only users with the MSO Team or MSO Manager role can close a Major Case. | Ask someone with an MSO role to close it. |
This case is part of Major Case [reference] and is closed by the MSO team when the Major Case is resolved. | You're trying to close a child case while its Major Case is open. Leave it open: it closes with the Major Case. If it really must close now, ask someone with an MSO role. |
[number] could not be resolved: close it from its own case. | The Major Case closed, but some child cases didn't. Open each one and close it. |
Reason For Outage
Message | What it means and what to do |
Complete all five sections before submitting | Fill in every section, save the draft, then submit. |
No MSO approver group is configured. | An administrator picks one in Settings > Major Incidents. |
This RFO is awaiting approval and cannot be edited. | Ask an approver to request changes. It then comes back to you as a draft. |
Only members of the MSO approver group can approve or request changes on an RFO. | Ask a member of the approver group, or ask your administrator to add you to that team. |
You submitted this RFO, so another member of the MSO approver group has to approve it. | Self-approval is off. Another approver signs it off. |
Say what needs to change. | Write a note in What needs to change before clicking Request changes. |
The RFO reached [x] of [y] affected customers' cases; [z] failed. Use Publish to retry the rest. | Someone with an MSO role clicks Publish to the affected customers. Cases already reached are skipped. |
The RFO is approved but the PDF could not be rendered. | Use Publish to try again. If it keeps failing, contact support. |
A user with the MSO Team or MSO Manager role needs to publish it. | The RFO is approved but didn't reach every case. Ask someone with an MSO role to retry. |
Rules and limits worth knowing
There's no Major Case option on the New Case screen. Raise the customer's case, then promote it.
A case belongs to at most one Major Case, and Major Cases can't be nested.
The case a Major Case was promoted from stays linked to it permanently.
Linking cases and copying notes to child cases are only on the Case Management Screen.
A case linked after promotion doesn't get an automatic note. Send a customer update to tell its customer.
Copying a note to child cases doesn't email anyone. Use Send customer update for that.
Contacts on cases in an Internal Only category or sub-category are never emailed, but notes are still posted on those cases.
Only Close Major Case sends a resolution note. Closing it any other way doesn't.
Nothing from the Structured Review is copied into the Reason For Outage.
Approving a Reason For Outage publishes it straight away, and a submission can't be withdrawn.
If self-approval is off, the approver group needs at least two people.
A published PDF that was emailed as an attachment can't be recalled. Amending replaces it on the cases and the portal.
If the Named Incident Manager changes after closure, the RFO task stays with the original person. Reassign the task by hand.