Create a reactive case from the incident record

  • Release version: Australia
  • Updated March 31, 2026
  • 1 minute to read

    • Create a reactive case record from in an incident, problem, or change record. Analyze the impact and generate cases for service issues.

    Before you begin

    Role required: sn_ind_tsm_sdwan.PSEW_USER

    About this task

    Analyze the service issue in an incident, problem, or change record. Generate a reactive case for the service issue based on the insights from the customer impact tab.

    Procedure

    1. Navigate to Workspaces > Service Operations Workspace.
    2. Select the list icon (List Icon.)
    3. Navigate to All > Incidents > All.
    4. Open the incident record.
    5. Select the Customer impact tab.
      You can create reactive record only for the customer account.
    6. Select the more option icon (More Option Icon).
    7. Select New reactive record from the option list.
    8. Enter the details for the new case record.
    9. Select Save.

    Result

    A reactive case record is created and associated with the incident.