Generate a proactive case for a customer issue

  • Release version: Australia
  • Updated March 31, 2026
  • 1 minute to read

    • Generate a proactive case record for a customer issue in an incident, problem, or change. Inform the customer or consumer about the proactive case for the service issue.

    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 proactive case record to resolve the customer or consumer issue.

    Procedure

    1. Navigate to Workspaces > Service Operations Workspace.
    2. Select the list icon (List Icon.)
    3. Navigate to All > Incidents > All.
    4. Open the incident record.
    5. Select the Customer impact tab.
    6. In the Affected customers section, select the account for which you want to send the email.
      Note:
      You can select more than one account. However, you can select either customer accounts or consumer accounts, not both at the same time.
    7. Select Generate Proactive Records.
    8. Select one of the following.
      Option
      Generate proactive records with communication When you select Generate proactive records with communication, the Create customer communication window appears.
      1. In the Template field, select Email to proactive case.
      2. Select Next.
      3. In the Create new case window, select the type of service.
      4. Select Create proactive records.

      A proactive case record is created and an email is sent to the customer or consumer account.
      Generate proactive records When you select Generate proactive records, the Create new case window appears.
      1. Select the type of service.
      2. Select Create proactive records.

      A proactive case record is created and appears in the Affected customers section.
         

    Result

    A proactive case record is created and appears in the Affected customers section.