---
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


---

# Create a case from a change request

# Create a case from a change request {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
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.

## Before you begin

A change in workflow has been triggered. An assignment group with the planned start and end dates have already been set.
Role required: admin

## About this task

After a change in workflow Proactive Service Experience Workflows is triggered, you can identify the customers and systems that are affected by the change request. You can then either automatically create the individual cases for the
impacted customers or notify your customers about the outages.

## Procedure

1. In Service Operations Workspace, navigate to ListChangesOpen and select a change record.
2. **Optional:** In an existing change record, assign the change request to a support engineer.
3. Expand the Scope and impact section and select the Affected CIs card.
4. See which services are impacted by selecting the Impacted Services/CIs card and then selecting Refresh Impacted Services.  
   The instance initiates an action to refresh the impacted services and to find the affected accounts.
5. See the list of outages by selecting the Outages card.
6. See which accounts are affected in the Customer impact tab.
7. See which consumers have been affected in the Customer impact tab.
8. In the Details section, change the state of the Change record to Authorize.  
   The cases for the affected customers are automatically created.
9. When the change manager authorizes the change record and the status changes to Scheduled, you can update the state by selecting Implement, selecting Review, and then saving the record.
10. Select the resolution code from the drop-down list, enter the resolution notes before closing the change request, and update the state by selecting Close.
{#psew-impact-change__steps_jnw_4gk_cxb}
**Related concepts**   

* [About identifying affected accounts with Proactive Service Experience Workflows in Incident Management](https://www.servicenow.com/docs/_FlNiut83P6EvAtWigEX4A "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.")

*[\>]: and then