---
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
release: australia
product: Product Support for Technology
classification: product-support-for-technology
topic_type: task
last_updated: "2026-03-31"
reading_time_minutes: 1
breadcrumb: [Identify affected accounts, Proactive Service Experience Workflow, Use, 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** > **Service Operations Workspace**.

2.  Select the list icon \(![List Icon.](../../../common/image/icon-list.png)\)

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 that has a case record where you want to sent the message.

7.  Select the more option icon \(![More Option Icon.](../image/icon-more-option.png)\).

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](../concept/psew-identify-act-incident.md)

**Related topics**  


[Enhancing customer impact visibility for PSEW processes](../concept/enhance-customer-impact-visibility-psew-process.md)