---
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


---

# About identifying affected accounts with Proactive Service Experience Workflows in Incident Management

# About identifying affected accounts with Proactive Service Experience Workflows in Incident Management {#ariaid-title1}

Release version: Yokohama  
Updated January 30, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
An incident record is created when an event management system generates an alert and the affected accounts can be viewed in the Service Operations Workspace.

When the technical support engineer logs in to the Service Operations Workspace, the affected configuration item, services, and customers are listed in the Overview section. These details are automatically updated when the Configuration Item in the Incident record is
updated. When the Configuration Item is updated, the Refresh Impacted Services script is automatically triggered and retrieves services that are experiencing an outage or degradation. The impacted services
associated with the accounts are identified and updated. Additionally, if a CSM agent associates a case with the incident record, the Affected Account list is also updated. When the Affected Account list is updated, the customer impact is visible to the support teams working on the
incident record.

The following diagram shows the steps involved in creating an incident record.

Note:  
The Change Management workflow follows the same process. When a configuration item is updated in a change request record, the Refresh Impacted Services script is triggered and the affected accounts are retrieved. Since the configuration item field is set to read-only, you must ensure that this field is populated before the script is triggered. See [Create a case from a change request](https://servicenow-prod.fluidtopics.net/vevPXAw_AWsq5~X4C~PcPw "Create a case from a change request in Proactive Service Experience Workflows. You can notify your customers about a service outage and its resolution after the change implementation is complete.") for more details.
* **[Create an incident in Proactive Service Experience Workflows](https://servicenow-prod.fluidtopics.net/PIJpWbhrgWawO~sSz~P1pQ)**   
  Create an incident record in Proactive Service Experience Workflows to document an issue that your customer is facing.
* **[Create cases from an incident record in Proactive Service Experience Workflows](https://servicenow-prod.fluidtopics.net/c35tVvLJ5dqaNDZFy25HFg)**   
  Create cases from records so that you can identify and solve network issues for your enterprise customers.