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    Updating an End-Customer Case

    In Partner Proxy mode, you can create a case for the incident you receive from an end-customer’s device and also update the case.

    Note: This action is enabled only when Service Now operates in partner-proxy mode and when the state of the selected case is open.

    To update an end-customer case:

    1. From the Service Now navigation tree, select Service Central > Incidents.

      The Incidents page displays the list of incidents.

    2. Select the end-customer incident for which you want to create a case, and select End-Customer Case from either the Actions list or the right-click menu.

      The End-Customer Case dialog box appears as shown in Figure 1.

      Figure 1: End-Customer Cases Dialog Box

      End-Customer Cases Dialog Box

      This End-Customer Case action is enabled only if you select an end-customer incident.

    3. Modify the case details as necessary.
    4. Click Submit.

      The case is updated and sent to the Service Now end-customer.

    Modified: 2017-05-28