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Manage a proactive case created from an alert

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Manage a proactive case created from an alert

Identify customers and their corresponding install base items affected by the issue causing the alert. Resolve the proactive case as you would other customer service cases and use the major issue management process when multiple customers are affected.

Before you begin

Role required:
  • sn_customerservice_agent
  • sn_customerservice_manager can accept a case as a major case and creates child cases
  • evt_mgmt_admin and evt_mgmt_operator have read-only access to a case created from an alert and can add work notes, as required.

About this task

This task describes how to manage a proactive case using Agent Workspace. You can also manage a proactive case using the Customer Service application in the Now Platform interface.

Procedure

  1. Navigate to Agent Workspace > Agent Workspace Home > Lists > Cases. Alternatively, accept a proactive case from your Agent Workspace inbox.
  2. Click the case you want to work on.
  3. You can perform the following actions from the Case form.
    Table 1. Case form
    Action Description
    Click Affected Install Base Items. View accounts and their corresponding install base items affected by the alert.
    Click Add or Remove. Add or remove an affected install base item.
    Click Details. View the sold product associated to the case as well as the alert that the case was created from.
    Click Propose Major Case. Propose a major case when multiple customers are affected.
    Note: If you don't see this option, click the More UI Actions icon (more ui actions icon).
    Note: Customer service managers accept a case as a major case and create child cases using the Now Platform interface. From the Now Platform interface, you can also view the automatically generated list of customers affected by the alert.
  4. Resolve and close proactive cases in the same way as other customer service management cases.
    Note: If an alert is closed, a case is not automatically closed.
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