---
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


---

# Redirection to the right case type

# Redirection to the right case type {#ariaid-title1}

Release version: Yokohama  
Updated January 30, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Create a proactive case from an incident in the Proactive Service Experience Workflows.

## Before you begin

Role required: admin

## Procedure

1. Navigate to AllWorkspacesService Operations Workspace.
2. In Service Operations Workspace, navigate to ListIncidentsAll.
3. Select the incident from the list.
4. In the Overview tab, expand the Impact section.
5. Select a Cases tile.
6. Select the Generate Proactive Cases button.
7. Select the appropriate service definition 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).
8. Select the Recommended Services.  
   The Recommended Services shows the service definitions that are linked to the Impacted Services/CIs.

   For more information about how to create record producer, see [Record Producer](https://www.servicenow.com/docs/access?context=c_RecordProducer&version=yokohama&pubname=yokohama-servicenow-platform&ft:locale=en-US).
9. Select Create proactive cases.

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