Update the proactive case with the resolution progress notes

task brazil Updated Sep 10, 2026 1 min read notify-customer-proactive-case.md

Send notes to the proactive case record about the resolution progress. Update the proactive case record using insights from the customer impact tab.

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. Update the associated proactive case with resolution progress notes.

Procedure

Navigate to Workspaces > Service Operations Workspace.
Select the list icon ([Omitted image "icon-list.png"] Alt text: List Icon.)
Navigate to All > Incidents > All.
Open the incident record.
Select the Customer impact tab.
In the Affected customers section, select the account that has a case record where you want to sent the message.
Select the more option icon ([Omitted image "icon-more-option.png"] Alt text: More Option Icon.).
Select Messages from the option list.
In the Enter Message field, type your message.
Select Submit.

Result

A note is automatically inserted in the Activity field of the incident record and also in the selected cases record. If your customer updates the case with any message, it automatically synchronizes with the incident record too.

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

61 lines · 2.5 KB Wrap lines

---
title: Update the proactive case with the resolution progress notes
description: Send notes to the proactive case record about the resolution progress. Update the proactive case record using insights from the customer impact tab.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/proactive-service-exp-workflows/product-support-for-technology/notify-customer-proactive-case.html
release: brazil
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]
---

# Update the proactive case with the resolution progress notes

Send notes to the proactive case record about the resolution progress. Update the proactive case record using insights from the customer impact tab.

## 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. Update the associated proactive case with resolution progress notes.

## Procedure

1. Navigate to **Workspaces** &gt; **Service Operations Workspace**.

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

3. Navigate to **All** &gt; **Incidents** &gt; **All**.

4. Open the incident record.

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

6. In the Affected customers section, select the account that has a case record where you want to sent the message.

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

8. Select **Messages** from the option list.

9. In the **Enter Message** field, type your message.

10. Select **Submit**.

## Result

A note is automatically inserted in the **Activity** field of the incident record and also in the selected cases record. If your customer updates the case with any message, it automatically synchronizes with the incident record too.

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