---
sourceDocument: Brazil Proactive Service Experience Workflows
sourceDocumentLink: https://www.servicenow.com/docs/r/proactive-service-exp-workflows

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Proactive Service Experience Workflows

ft:clusterId :

    - psew

bundleId :

    - psew

workflow :

    - Customer and Industry


---

# Identify affected accounts

# About identifying affected accounts with Proactive Service Experience Workflows in Incident Management {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
An incident record is created when an event management system generates an alert and the affected accounts can be viewed in the Service Operations Workspace.

When the technical support engineer logs in to the Service Operations Workspace, the affected configuration item and
services are listed in the Overview section. The
details about customer and consumer accounts are listed in the Customer impact tab. These details are automatically updated when the Configuration Item in the Incident record is updated. When the Configuration Item
is updated, the Refresh Impacted Services script is automatically triggered and retrieves services that are experiencing an outage or degradation. The impacted services associated with the accounts are
identified and updated. Additionally, if a CSM agent associates a case with the incident record, the Affected
account list is also updated. When the Affected
account list is updated, the customer impact is visible to the
support teams working on the incident record. To learn more about the Customer impact tab, see [Enhancing customer impact visibility for PSEW processes](https://www.servicenow.com/docs/G144s8qC1fRk9xjoTTG~nQ "Use the customer impact tab to reduce navigation time, and enhance tracking and management of PSEW processes. This visibility enables you to quickly assess business impact and take informed actions.").

The following diagram shows the steps involved in creating an incident record.

Note:  
The Change Management workflow follows the same process. When a configuration item is updated in a change request record, the Refresh Impacted Services script is triggered and the affected accounts are retrieved. Since the configuration item field is set to read-only, you must ensure that this field is populated before the script is triggered. See [Create a case from a change request](https://www.servicenow.com/docs/VrrcBal75gEXcW_S4mTUpw "Create a case from a change request in Proactive Service Experience Workflows. You can notify your customers about a service outage and its resolution after the change implementation is complete.") for more details.
* **[Create an incident in Proactive Service Experience Workflows](https://www.servicenow.com/docs/ZNDqu6Kqx8KquWnKzvgxVg)**   
  Create an incident record in Proactive Service Experience Workflows to document an issue that your customer is facing.
* **[Resolve an incident record in Proactive Service Experience Workflows](https://www.servicenow.com/docs/PALQTVa97x77ojJZNYUN1Q)**   
  Resolve an incident record by creating cases from record so that you can identify and solve network issues for your enterprise customers.
* **[Generate a proactive case for a customer issue](https://www.servicenow.com/docs/_R5zSGXRnl54jJF9xJsn_w)**   
  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.
* **[Communicate with customer about proactive case](https://www.servicenow.com/docs/3~mi_eqPJdyiElvD9MCNRg)**   
  Communicate with the customer about the proactive case that is generated for service issue. Address the issue promptly and maintain clear, effective communication with the customer.
* **[Update the proactive case with the resolution progress notes](https://www.servicenow.com/docs/ghAiY4jJagRtM6Z0T0ic4w)**   
  Send notes to the proactive case record about the resolution progress. Update the proactive case record using insights from the customer impact tab.
* **[Create a reactive case from the incident record](https://www.servicenow.com/docs/l7u3WIPzZleh5jagENxUzA)**   
  Create a reactive case record from in an incident, problem, or change record. Analyze the impact and generate cases for service issues.