Associate an outage to a major case
Associate an outage with a major case to keep customers informed about any issues affecting their install base items.
Before you begin
Role required: sn_customerservice_manager, sn_majorissue_mgt.major_issue_manager
About this task
If there are any existing outages for services (CIs) on install base items related to the case, a message is displayed at the top of the screen. Review the outages and add them to the case to expose the information to customers and keep them up to date on any issues that might affect their install base items.
Procedure
Open your workspace.
Navigate to Major Issue Management > All.
Select the major case that you want to add outages to.
On the Outages related list, select Edit.
A filter displays the outages. Only those outages related to at least one of the services (CIs) for the install base items in the case is displayed. In this case, a CI is typically a service being used by the customer.
Add the outages that you want to associate with the case.
Select Save.
- The outage is associated with the case and the work notes are updated accordingly.
- Customer service agents can view the outages for a case in the Outages related list.