---
title: Propose a case as a major case candidate
description: A customer service agent role can propose an existing customer service case as a major case candidate.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/propose-major-case-candidate.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]
---

# Propose a case as a major case candidate

A customer service agent role can propose an existing customer service case as a major case candidate.

## Before you begin

Role required: sn\_customerservice\_agent, sn\_customerservice.consumer\_agent, sn\_customerservice\_manager, sn\_majorissue\_mgt.major\_issue\_manager

## 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.

The major issue manager role receives a notification email when a case is proposed as a major case candidate. These users can select the link in the notification email to open the major case candidate in the platform interface.

**Note:** You can also propose a case as a major case on Agent Workspace.

## Procedure

1.  Navigate to the desired customer service case.

2.  Select **Propose Major Case** in the Additional Actions menu on the Case form.

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

    If desired, enter the business impact of the selected case in the **Business Impact** field.

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

4.  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.