Create a case from a change request

Create a case from a change request in Proactive Service Experience Workflows so that you can notify your customers about a service outage and its resolution after the change implementation is complete.

Before you begin

A change 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 workflow in 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 List > Changes > Open 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 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 by selecting the Affected Accounts card.
7. In the Details section, change the state of the Change record to Authorize.
   The cases for the affected customers are automatically created.
8. Select a case from the list of created cases and then select New.
9. Notify a customer by selecting the customer's case and selecting Notify Customers.
10. In the Notify Customers pop-up window, enter a descriptive note about the case, and select Notify.
    A note is inserted automatically in the Activity field of the change record and in the selected case records. If your customer updates the case with a message, the case automatically synchronizes with the change record.

    Note:

    By default, the Notify Customers functionality isn’t active. As an administrator, to make it active, you must set the proactive_workflows_for_providers.additional_comments_sync property value to TRUE and then select Update case worknote for comments change.

11. 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.
12. 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.