Create a proactive case from an alert

Create a case for customer install base affected by an alert to anticipate customer issues and address them proactively.

Before you begin

Role required: evt_mgmt_admin, evt_mgmt_operator

About this task

Note:

This task only applies if you are using Event Management integration on CSM Agent Workspace or the ServiceNow AI Platform interface.

A proactive case is a case created on behalf of customers, whose install base is directly affected by an alert. You can open a proactive case manually or through automation. Customer service agents then work on cases. From the Alert form, you can also track the install base items affected by the alert.

If the Create Proactive Case rule is enabled, a case is automatically created when an incident is created from an alert and the system has determined that there are external customer install base items affected. For more information, see Activate an alert rule to automatically create a proactive case from an alert.

ITOM Event Management calculates the services (CIs) impacted by an alert and populates the em_impacted_ci_table with the impacted services (CIs) and alert CI on the given alert.

The Affected Install Base related list on the Alert form displays the install base items that are linked to the impacted services (CIs).

The Refresh Affected Install Base Items button on the Alert form recalculates the impacted services (CIs) and updates the em_impacted_ci_table and affected install base items with the latest changes. For more details, see Alert Impact Calculation.

Procedure

1. Navigate to All > Agent Workspace > Agent Workspace Home > Lists > All Alerts.
2. Click an alert that you want to create a case for.
3. To trace the install base items affected by the alert, click Refresh Affected Install Base Items.
   These items are listed in the Affected Install Base Items related list on the Alert form. The Affected Install Base Items list is not updated automatically, so refresh the install base items each time you open an alert.
4. Click Create Case.
   Note:

   If you don't see the Create Case option, click ....
5. Fill out the Short Description and other fields, as required.
6. Click Submit.
   A proactive case is created and the case number is added to the Case field on the Alert form.

   Case priority is set based on the severity of the alert. Customer service agents can then take action accordingly.

   Table 1. Case priority based on alert severity

   Alert severity	Case priority
   Critical	Critical
   Major	High
   Minor	Moderate
   Warning	Low
   Info	Low