Update the proactive case with the resolution progress notes

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

    • Send notes to the proactive case record about the resolution progress. Update the proactive case record using insights from the customer impact tab.

    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. Update the associated proactive case with resolution progress notes.

    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 that has a case record where you want to sent the message.
    7. Select the more option icon (More Option Icon.).
    8. Select Messages from the option list.
    9. In the Enter Message field, type your message.
    10. Select Submit.

    Result

    A note is automatically inserted in the Activity field of the incident record and also in the selected cases record. If your customer updates the case with any message, it automatically synchronizes with the incident record too.