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Configure major issue management › Configure case management › Case management › Organize agent workspaces › Configure › Customer Service Management
Release: Australia · Updated: 2026-06-05 · Official documentation · View source

Exclude a case type from major cases

Edit the CSUIActionsImpl script include to exclude specific case types from major case support.

Before you begin

Role required: admin

About this task

Onboarding and order cases are excluded by default.

Important: Test this change on a subprod instance to verify that it functions correctly. Since this is a customization to a file, your instance can't get future upgrades on the CSUIActionsImpl script include.

Procedure

  1. Navigate to All > System UI > Script Includes.

  2. In the Script Includes list, search for CSUIActions, and open the CSUIActions script include.

  3. In the Script section, copy the //Propose Major Case _145b017f3b230300b5c42479b3efc4f5 : ['csm_order_case', 'sn_onboarding_case'], code.

Image omitted: proposemajorcase\_script\_include.png
CSUIActions script include record

  1. Go back to the Script Includes list, search for CSUIActionsImpl, and open the CSUIActionsImpl script include.

  2. Paste the code you copied from the CSUIActions script include, and add the case type that you want to exclude.

Image omitted: csuiactionsimpl.png
CSUIActions script include record

  1. Save the record.

    The case type you added can no longer be proposed as a major case.