Generate a proactive case for a customer issue

---
title: Generate a proactive case for a customer issue
description: Generate a proactive case record for a customer issue in an incident, problem, or change. Inform the customer or consumer about the proactive case for the service issue.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/proactive-service-exp-workflows/product-support-for-technology/generate-proactive-case-customer-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]
---

# Generate a proactive case for a customer issue

Generate a proactive case record for a customer issue in an incident, problem, or change. Inform the customer or consumer about the proactive case for the service issue.

## 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 proactive case record to resolve the customer or consumer issue.

## 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.

6.  In the Affected customers section, select the account for which you want to send the email.

    **Note:** You can select more than one account. However, you can select either customer accounts or consumer accounts, not both at the same time.

7.  Select **Generate Proactive Records**.

8.  Select one of the following.

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Option

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</th></tr></thead><tbody><tr><td id="d27911e157">

**Generate proactive records with communication**

</td><td>

When you select **Generate proactive records with communication**, the Create customer communication window appears.1.  In the Template field, select **Email to proactive case**.
2.  Select **Next**.
3.  In the Create new case window, select the type of service.
4.  Select **Create proactive records**.
A proactive case record is created and an email is sent to the customer or consumer account.

</td></tr><tr><td id="d27911e194">

**Generate proactive records**

</td><td>

When you select **Generate proactive records**, the Create new case window appears.1.  Select the type of service.
2.  Select **Create proactive records**.
A proactive case record is created and appears in the Affected customers section.

</td></tr><tr><td id="d27911e219">

** **

</td><td>

 

</td></tr></tbody>
</table>
## Result

A proactive case record is created and appears in the Affected customers section.

**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)