---
title: Propose a major case
description: As an OSP agent, you can propose a major case from the existing customer service case assigned to you.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/osp-propose-major-case.html
release: australia
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Outsourced Service Provider agent tasks, Manage cases, Use, Customer Service Management]
---

# Propose a major case

As an OSP agent, you can propose a major case from the existing customer service case assigned to you.

## Before you begin

Role required: sn\_csm\_ocs.ext\_agent

## About this task

Cases in these states can be proposed as a major case candidate:

-   New
-   Open
-   Awaiting Info

Cases that are Resolved, Closed, or Canceled can’t be proposed as a major case candidate.

When proposing a case as a major case candidate, agents can specify the reason or justification for the case in the Propose Major Case pop-up window. Information provided in the **Work notes** and **Business Impact** fields are added to the Case form.

## Procedure

1.  Navigate to **All** > **Outsourced Customer Service** > **Cases** > **My Cases**.

2.  Open a case.

3.  Right-click on the case form.

4.  Select **Propose Major Case**.

5.  In the Propose Major Case pop-up window, enter a reason for the proposal in the **Work notes** field.

    You can also choose to enter the business impact of the selected case in the **Business Impact** field.

6.  In the Propose Major Case pop-up window, enter a reason for the proposal in the **Work notes** field.

7.  Enter the business impact of the selected case in the **Business Impact** field.

    This information is added to the Case form in the **Work notes** field and the **Business Impact** field in the Major Case Information section.

8.  Select **Propose**.

    An entry is added to the **Work notes** on the Case form that the case was proposed as a major case candidate. The information entered in the Propose Major Case pop-up window is also added to the Case form.