Create an incident in Proactive Service Experience Workflows

task australia Updated Sep 10, 2026 1 min read create-an-incident-proactive.md

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

Navigate to Workspaces > Service Operations Workspace > Incidents > All.
From the incident list view, select New.
On the form, fill in the fields.

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
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.

4. Select **Save**.

Result

The incident is created.

Parent Topic:About identifying affected accounts with Proactive Service Experience Workflows in Incident Management

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---
title: Create an incident in Proactive Service Experience Workflows
description: Create an incident record in Proactive Service Experience Workflows to document an issue that your customer is facing.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/proactive-service-exp-workflows/product-support-for-technology/create-an-incident-proactive.html
release: australia
product: Product Support for Technology
classification: product-support-for-technology
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Identify affected accounts, Use, Proactive Service Experience Workflows, Product Support for Technology]
---

# Create an incident in Proactive Service Experience Workflows

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 **Workspaces** &gt; **Service Operations Workspace** &gt; **Incidents** &gt; **All**.

2.  From the incident list view, select **New**.

3.  On the form, fill in the fields.

<table id="table_wjm_hsv_vy"><thead><tr><th>

Field

</th><th>

Description

</th></tr></thead><tbody><tr><td>

Short description

</td><td>

Brief description of the incident.

</td></tr><tr><td>

Description

</td><td>

Detailed explanation of the incident.

</td></tr><tr><td>

Number

</td><td>

Unique system-generated incident number.

</td></tr><tr><td>

Company

</td><td>

Customer account that faced a network issue.

</td></tr><tr><td>

Caller

</td><td>

User who contacted you about an issue.

</td></tr><tr><td>

Location

</td><td>

Location of the caller.

</td></tr><tr><td>

Channel

</td><td>

Communication method that is used to create the incident. The available options are:-   Chat
-   Email
-   Phone
-   Monitoring
-   Self-service
-   Virtual agent
-   Walk-in


</td></tr><tr><td>

State

</td><td>

State of the incident through several stages of resolution.

</td></tr><tr><td>

Impact

</td><td>

Measure of the effect of an incident or problem.

</td></tr><tr><td>

Urgency

</td><td>

Measure of how long the resolution can be delayed until an incident or problem has a significant business impact.

</td></tr><tr><td>

Priority

</td><td>

Based on the impact, urgency, and how quickly the resolution can be completed.

</td></tr><tr><td>

Service

</td><td>

Affected business service.

</td></tr><tr><td>

Service Offering

</td><td>

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.

</td></tr><tr><td>

Configuration item

</td><td>

Affected configuration item.

</td></tr><tr><td>

Assignment group

</td><td>

Group that works on the incident.

</td></tr><tr><td>

Assigned to

</td><td>

User who works on this incident. If the **Assignment group** changes, the **Assigned to** field is cleared.

</td></tr><tr><td>

Additional comments

</td><td>

More information about the issue as needed. All users who can view the incidents can see the additional comments.

</td></tr><tr><td>

Work notes

</td><td>

Information about how to resolve the incident, or the steps that were taken to resolve it, if applicable.

</td></tr><tr><td>

Category and Sub Category

</td><td>

Type of issue. After selecting the category, select the subcategory, if applicable.

</td></tr></tbody>
</table>4.  Select **Save**.


## Result

The incident is created.

**Parent Topic:**[About identifying affected accounts with Proactive Service Experience Workflows in Incident Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/proactive-service-exp-workflows/product-support-for-technology/psew-identify-act-incident.md)