---
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 an incident in Proactive Service Experience Workflows

# Create an incident in Proactive Service Experience Workflows {#ariaid-title1}

Release version: Yokohama  
Updated January 30, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Create an incident record in Proactive Service Experience Workflows to
document an issue that your customer is facing.

## Before you begin

Role required: sn_ind_tsm_sdwan.PSEW_USER, admin

## Procedure

1. Navigate to WorkspacesService Operations WorkspaceIncidentsAll.
2. From the incident list view, select New.
3. On the form, fill in the fields.  
   {#create-an-incident-proactive__table_wjm_hsv_vy__entry__2}

   | Field | Description |
   |:-|:-|
   | Short description | Brief description of the incident. |
   | Description | Detailed explanation of the incident. |
   | Number | Unique system-generated incident number. |
   | Company | Customer account that faced a network issue. |
   | Caller | User who contacted you about an issue. |
   | Location | Location of the caller. |
   | Channel | Communication method that is used to create the incident. The available options are: * Chat * Email * Phone * Monitoring * Self-service * Virtual agent * Walk-in {#create-an-incident-proactive__ul_bdr_yrr_gvb} |
   | State | State of the incident through several stages of resolution. |
   | Impact | Measure of the effect of an incident or problem. |
   | Urgency | Measure of how long the resolution can be delayed until an incident or problem has a significant business impact. |
   | Priority | Based on the impact, urgency, and how quickly the resolution can be completed. |
   | Service | Affected business service. |
   | Service Offering | Service offering that consists of one or more service commitments that uniquely define the level of service for the availability, scope, pricing, and packaging options. |
   | Configuration item | Affected configuration item. |
   | Assignment group | Group that works on the incident. |
   | Assigned to | User who works on this incident. If the Assignment group changes, the Assigned to field is cleared. |
   | Additional comments | More information about the issue as needed. All users who can view the incidents can see the additional comments. |
   | Work notes | Information about how to resolve the incident, or the steps that were taken to resolve it, if applicable. |
   | Category and Sub Category | Type of issue. After selecting the category, select the subcategory, if applicable. |
   [Table 1. Incident form]

   {#create-an-incident-proactive__table_wjm_hsv_vy}
4. Select Save.

## Result

The incident is created.

*[\>]: and then