Redirection to the right case type

Create a proactive case from an incident in the Proactive Service Experience Workflows.

Before you begin

Role required: admin

Procedure

1. Navigate to All > Workspaces > Service Operations Workspace.
2. In Service Operations Workspace, navigate to List > Incidents > All.
3. Select the incident from the list.
4. In the Overview tab, expand the Impact section.
5. Select a Cases tile.
6. Select the Generate Proactive Cases button.
7. Select the appropriate service definition from the list.
   Note:

   The fibre broadband service definition as been shipped as a part of the demo data.

   For more information about service definition, see .

8. Select the Recommended Services.

   The Recommended Services shows the service definitions that are linked to the Impacted Services/CIs.

   For more information about how to create record producer, see Record Producer.

9. Select Create proactive cases.