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View Customers Impacted by an Incident or Change Request

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View Customers Impacted by an Incident or Change Request

Review the accounts, contacts, and assets affected by an incident or change request so you can understand the scope and prioritize your response.

Required Editions

Available in: Lightning Experience
Available for an additional cost in: Enterprise, Performance, and Unlimited Editions with Service Cloud and Agentforce IT Service.
User Permissions Needed
To view customers impacted by an incident or change request: IT Fulfiller permission set

If your org uses a Configuration Management Database (CMDB), affected configuration items on an incident or change request populate the impacted accounts, contacts, and assets. For incidents, related cases can populate impacted accounts and contacts even without a CMDB, but not impacted assets. To associate affected configuration items with an incident or change request, follow the steps in Associate Affected and Impacted CIs with IT Service Records.

  1. Open the incident or change request.
  2. On the Details tab, review the available customer-impact count fields.
    Impacted Account Count shows the number of accounts the record affects. For incidents, Linked Case Count shows the number of related cases.
  3. Click the Related tab, and review the impacted accounts, contacts, and assets.
    The Impacted Accounts, Impacted Contacts, and Impacted Assets related lists show the accounts, contacts, and assets that depend on the affected configuration items.
 
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