---
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
release: australia
product: Product Support for Technology
classification: product-support-for-technology
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Identify affected accounts, Proactive Service Experience Workflow, Use, 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** > **Service Operations Workspace** > **Incidents** > **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](../concept/psew-identify-act-incident.md)