Redirection to the right case type

Create a proactive case from an incident in the Proactive Service Experience Workflows.

Before you begin

Role required: admin

Procedure

1. Navigate to All > Workspaces > Service Operations Workspace.
2. In Service Operations Workspace, navigate to List > Incidents > All.
3. Select the incident from the list.
4. In the Overview tab, expand the Impact section.
5. Select a Cases tile.
6. Select the Generate Proactive Cases button.
7. Select the appropriate service definition from the list.
   Note:

   The fibre broadband service definition as been shipped as a part of the demo data.

   For more information about service definition, see Service definitions.

8. Select the Recommended Services.

   The Recommended Services shows the service definitions that are linked to the Impacted Services/CIs.

   For more information about how to create record producer, see Record Producer.

9. Select Create proactive cases.