Create a reactive case from the incident record
Create a reactive case record from in an incident, problem, or change record. Analyze the impact and generate cases for service issues.
Before you begin
Role required: sn_ind_tsm_sdwan.PSEW_USER
About this task
Analyze the service issue in an incident, problem, or change record. Generate a reactive case for the service issue based on the insights from the customer impact tab.
Procedure
Navigate to Workspaces > Service Operations Workspace.
Select the list icon (
List Icon.\)
Navigate to All > Incidents > All.
Open the incident record.
Select the Customer impact tab.
You can create reactive record only for the customer account.
Select the more option icon (
More Option Icon\).
Select New reactive record from the option list.
Enter the details for the new case record.
Select Save.
Result
A reactive case record is created and associated with the incident.
Parent Topic:About identifying affected accounts with Proactive Service Experience Workflows in Incident Management
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