---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Manage a proactive case created from an alert

# Manage a proactive case created from an alert {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Work on a proactive case and resolve the proactive case as you would other customer
service cases.

## Before you begin

Role required:

* sn_customerservice_agent
* 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.
{#manage-internally-reported-case__ul_vr2_xzt_shb}

## About this task

Note:  
This task only applies if you are using Event Management integration on CSM Agent Workspace or the ServiceNow AI Platform interface.

Review proactive cases created from alerts using Agent Workspace. Identify customers,
their corresponding install base items affected by the issue causing the alert as
well as the service health for each affected install base item. Depending on the
number of customers affected, you can propose a proactive case as a major case.

## Procedure

1. Navigate to AllAgent WorkspaceAgent Workspace HomeListsCases.  
   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.  
   {#manage-internally-reported-case__table_izm_tqr_whb__entry__2}

   | Action | Description |
   |-|-|
   | Click Refresh Install Base Health. | Update the health status of the affected install base items to see the real-time service status of the account's install base items.​ Note: To see this UI action, there must be an account assigned to the case and at least one install base item attached to the case or account. |
   | Click Affected Install Base Items. | View accounts and their corresponding install base items affected by the alert. If you don't see this option, click more. |
   | 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.]()). |
   [Table 1. Case form]

   {#manage-internally-reported-case__table_izm_tqr_whb}
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.
**Related concepts**   

* [AWA for CSM](https://servicenow-prod.fluidtopics.net/Rf0MlRXrcu~U0~0HD0wc7g "Use the ServiceNow Advanced Work Assignment (AWA) for Customer Service Management feature to automatically assign work items to agents based on their availability, capacity, and skills. AWA for CSM pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Agents see their assignments in their Agent Workspace inbox.")  
**Related tasks**   

* [Propose a case as a major case candidate](https://servicenow-prod.fluidtopics.net/NrHt2KV3lN9EismQsGTCWw "Users with the customer service agent role can propose an existing customer service case as a major case candidate.")
* [Close a customer service case](https://servicenow-prod.fluidtopics.net/AnFJdDHhmlAPbrHiaCqZ5A "Close a case at any time, except when it is in the Resolved state.")

*[\>]: and then