Manage a proactive case created from an alert
Work on a proactive case and resolve the proactive case as you would other customer service cases.
Before you begin
Role required:
- sn_customerservice_agent
- evt_mgmt_admin and evt_mgmt_operator have read-only access to a case created from an alert and can add work notes, as required.
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.
Review proactive cases created from alerts using Agent Workspace. Identify customers, their corresponding install base items affected by the issue causing the alert as well as the service health for each affected install base item. Depending on the number of customers affected, you can propose a proactive case as a major case.
Procedure
-
You can perform the following actions from the Case form.
Table 1. Case form Action Description Click Refresh Install Base Health. Update the health status of the affected install base items to see the real-time service status of the account’s install base items. Note:To see this UI action, there must be an account assigned to the case and at least one install base item attached to the case or account.Click Affected Install Base Items. View accounts and their corresponding install base items affected by the alert. If you don't see this option, click more. Click Add or Remove. Add or remove an affected install base item. Click Details. View the sold product associated to the case as well as the alert that the case was created from. Click Propose Major Case. Propose a major case when multiple customers are affected. Note:If you don't see this option, click the More UI Actions icon (
).