---
sourceDocument: Australia Proactive Service Experience Workflows
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/proactive-service-exp-workflows

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Proactive Service Experience Workflows

ft:clusterId :

    - psew

bundleId :

    - psew

workflow :

    - Customer and Industry


---

# Create reactive case

# Create a reactive case from the incident record {#ariaid-title1}

Release version: Australia  
Updated March 31, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
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

1. Navigate to WorkspacesService Operations Workspace.
2. Select the list icon (![List Icon.]())
3. Navigate to AllIncidentsAll.
4. Open the incident record.
5. Select the Customer impact tab.  
   You can create reactive record only for the customer account.
6. Select the more option icon (![More Option Icon]()).
7. Select New reactive record from the option list.
8. Enter the details for the new case record.
9. Select Save.
{#create-reactive-case-cutomer-impact-tab__steps_v4z_k3z_t3c}

## Result

A reactive case record is created and associated with the incident.
**Related concepts**   

* [Enhancing customer impact visibility for PSEW processes](https://www.servicenow.com/docs/_9CIQLth9HoNkGm2ON7xwg "Use the customer impact tab to reduce navigation time, and enhance tracking and management of PSEW processes. This visibility enables you to quickly assess business impact and take informed actions.")

*[\>]: and then