Create a reactive case from the incident record

---
title: Create a reactive case from the incident record
description: Create a reactive case record from in an incident, problem, or change record. Analyze the impact and generate cases for service issues.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/proactive-service-exp-workflows/product-support-for-technology/create-reactive-case-cutomer-impact-tab.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 a reactive case from the incident record

Create a reactive case record from in an incident, problem, or change record. Analyze the impact and generate cases for service issues.

## Before you begin

Role required: sn\_ind\_tsm\_sdwan.PSEW\_USER

## About this task

Analyze the service issue in an incident, problem, or change record. Generate a reactive case for the service issue based on the insights from the customer impact tab.

## Procedure

1.  Navigate to **Workspaces** > **Service Operations Workspace**.

2.  Select the list icon \(\[Omitted image "icon-list.png"\] Alt text: List Icon.\)

3.  Navigate to **All** > **Incidents** > **All**.

4.  Open the incident record.

5.  Select the **Customer impact** tab.

    You can create reactive record only for the customer account.

6.  Select the more option icon \(\[Omitted image "icon-more-option.png"\] Alt text: More Option Icon\).

7.  Select **New reactive record** from the option list.

8.  Enter the details for the new case record.

9.  Select **Save**.


## Result

A reactive case record is created and associated with the incident.

**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)

**Related topics**  


[Enhancing customer impact visibility for PSEW processes](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/proactive-service-exp-workflows/product-support-for-technology/enhance-customer-impact-visibility-psew-process.md)