---
title: Create a major case
description: Users with the customer service manager role can create a major case.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/create-major-case.html
release: australia
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Major issue management overview, Manage cases, Use, Customer Service Management]
---

# Create a major case

Users with the customer service manager role can create a major case.

## Before you begin

Role required: sn\_customerservice\_manager

## Procedure

1.  Navigate to **All** > **Major Issue Management** > **Create Major Case**.

2.  Fill in the fields on the Case form.

3.  In the Major Case Information form section, fill in the **Business impact** and **Probable case** fields.

4.  Click **Submit**.


## What to do next

You can view all cases by navigating to **Customer Service** > **Cases** > **Proactive**.