---
schema_version: "1"
id: 677d4f000ffd283f75d1945ac89fd23eabb0cb28f3a8a2c750ba0ab21b542686
title: View Customers Impacted by an Incident or Change Request
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/it_srvcs_pco_view_impacted.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_pco_view_impacted.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: f186f4559bbec4c9702d1ecc09d1f8c9ad3b21c24f8d5b2ed330ce514d611afc
description: Review the accounts, contacts, and assets affected by an incident or change request so you can understand the scope and prioritize your response.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# 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

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available for an additional cost in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Service Cloud and Agentforce IT Service.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
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            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d97773e74">User Permissions Needed</th>
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            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d97773e74 ">To view customers impacted by an incident or change request:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d97773e74 ">IT Fulfiller permission set</td>

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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](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_affctd_impctd_ci.htm&release=264.0.0&type=5 "Track how configuration items (CIs) relate to IT service records like incidents, problems, and change requests. Use affected and impacted CI references to improve context, speed up resolution, and reduce service disruption.").

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.