Generating case from an alert

Enable swift resolution by generating cases from alerts, either manually or automatically.

Customer Service Management provides integration with ITOM Event Management. This integration enables you to improve the customer experience by breaking down the silos that exist between the processes and systems used by front line customer service and back-office operations teams. By monitoring issues and creating cases proactively, you can better correlate customer issues and provide faster responses.

If you are using the integration between the Customer Service Management and Event Management applications, you can create a case for the customer install base affected by an alert. For more details, see Manually create a proactive case from an alert. You can also activate an alert rule to automatically create a proactive case from an alert when an incident is created. For more details, see Activate an alert rule to automatically create a proactive case from an alert.