---
title: Major issue management analytics
description: Provides indicators on the Customer Service dashboards for major cases and child cases.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/analytics-and-reporting-solutions-for-customer-service/major-issue-management-analytics.html
release: australia
product: Analytics and Reporting Solutions for Customer Service
classification: analytics-and-reporting-solutions-for-customer-service
topic_type: reference
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Customer Service Platform Analytics Solutions, Analytics and reporting, Customer Service Management]
---

# Major issue management analytics

Provides indicators on the Customer Service dashboards for major cases and child cases.

Action indicators are available on the Customer Service dashboards when the Performance Analytics - Content Pack - Customer Service Management - Advanced plugin \(com.snc.pa.customer\_service\_advanced\) is activated.

**Note:** Activate the Major Issue Management plugin \(com.sn\_majorissue\_mgt\) to view the related indicators. Without this plugin, the indicators may not display correctly.

Indicators:

-   Number of Open Major Cases \(by day, week, month\)
-   Percentage of Resolved Major Cases \(by day, week, month\)
-   Number of Cases which are Child of Major Case
-   Percentage of Major Case Candidates \(by day, week, month\)
-   Percentage of Child Cases which are Auto Created from Major Case
-   Number of customers impacted by major issue