Create a case for customer install base affected by an alert to anticipate customer
issues and address them proactively.
A proactive case is a case created on behalf of customers, whose install base is
directly affected by an alert. You can open a proactive case manually or through
automation. Customer service agents then work on cases. From the Alert form, you can
also track the install base items affected by the alert.
If the Create Proactive Case rule is enabled, a case is
automatically created when an incident is created from an alert and the system has
determined that there are external customer install base items affected. For more
information, see Activate an alert rule to automatically create a proactive case from an alert.
ITOM Event Management calculates the services (CIs) impacted by an alert and
populates the em_impacted_ci_table with the impacted services (CIs) and alert CI on
the given alert.
The Affected Install Base related list on the Alert form displays the install base
items that are linked to the impacted services (CIs).
The Refresh Affected Install Base Items button on the Alert
form recalculates the impacted services (CIs) and updates the em_impacted_ci_table
and affected install base items with the latest changes. For more details, see Alert Impact
Calculation.
Note: You can also manually create a case from an alert using the Event Management
application in the Now Platform interface.