---
sourceDocument: Yokohama Proactive Service Experience Workflows
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/proactive-service-exp-workflows

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Proactive Service Experience Workflows

ft:clusterId :

    - psew

bundleId :

    - psew

workflow :

    - Customer and Industry


---

# Create a service problem case from the workspace

# Create a service problem case from the workspace {#ariaid-title1}

Release version: Yokohama  
Updated January 30, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Create a service problem case for a customer raised issue so that an agent can work on it and resolve the service-related problem.

## Before you begin

Role required: sn_sprb_mgmt.agent

## Procedure

1. Navigate to AllWorkspacesCSM/FSM Configurable Workspace.
2. Select the List icon.
3. Navigate to Service Problem CaseAll.
4. Select New.
5. On the service definition page, select the Telecom Services Support from the list.
6. Select the applicable service definitions 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](https://www.servicenow.com/docs/access?context=csm-service-definitions&version=yokohama&pubname=yokohama-customer-service-management&ft:locale=en-US).
7. Select Create case.  
   In service definition, when you select Create case a playbook record generator form appears. Fill the playbook record generator form. For more information about the playbook record generator,
   see .
8. On the intake form of verify issue, fill in the fields.  
   {#create-service-problem-case__table_x4b_pvh_pbc__entry__2}

   | Field | Description |
   |-|-|
   | Account | The name of the company associated with this case. If you select a contact in the Contact field, this field is auto-filled if the account information is available in the contact record. |
   | Contact | Name of the customer contact for this case. |
   | Service | Name of the affected service for this case. |
   | Short description | Description of the customer issue or problem. |
   | Actual start | Actual start date of the issue. |
   | Issue type | Types of issues * Question * Issue * Feature {#create-service-problem-case__ul_ebw_jv2_pdc} |
   | Issue severity | Imported severity on the issue. Values 1--4. |
   | Description | Brief description of the customer issue or problem. |
   [Table 1. Service Problem Case]

   {#create-service-problem-case__table_x4b_pvh_pbc}
9. Select Continue.

*[\>]: and then