Create a task for a customer service case

  • Freigeben Version: Australia
  • Aktualisiert 12. März 2026
  • 2 Minuten Lesedauer

    • Create a task for a customer service case for additional work that needs to be completed as part of resolving the case.

    Vorbereitungen

    Role required: sn_customerservice_agent, sn_customerservice_manager, or admin

    Warum und wann dieser Vorgang ausgeführt wird

    When you create a task, the system uses information from the case to automatically fill in fields on the Case Task form. After you create and save a task, it appears in the Tasks related list on the Case form.

    Prozedur

    1. Open the desired case.
    2. From the Tasks related list, click New.
    3. Fill in the fields on the Case Task form.
      Tabelle : 1. Case Task form fields
      Field Description
      Number The automatically assigned case task number.
      Parent case The number of the parent case. This can be a case from the Case [sn_customerservice_case] table or any child tables of the Case table.
      Parent The number of the parent record if the task is created from a type of record other than a case. This field is populated when a case task is created from a non-case record such as an incident, problem, change, or request. This field is a reference to the Task [task] table.
      Hinweis:
      You may need to configure the case task record to display the Parent field. For more information about adding fields to a form, see Configuring the form layout.
      Contact The contact for the parent case. This field is a reference to the Contact [customer_contact] table.
      Account The account for the parent case. This field is a reference to the Account [customer_account] table.
      Consumer The consumer for the parent case. This field is a reference to the Consumer [csm_consumer] table.
      Subject The subject of the case task.
      Description A description of the work that needs to be done in order to complete the case task.
      Priority The assigned priority of the case task:
      • 1 - Critical
      • 2 - High
      • 3 - Moderate
      • 4 - Low (default)
      State The current state of the case task:
      • Open
      • Closed
      Assigned to The assigned user.
      Service Definition This field is a reference to the Service Definition [sn_case_type_selection] table.
      Work notes list Internal users who receive a notification about this case when work notes are added. You can only add internal users to the work notes list.
      Work notes Information about the case task, such as steps taken toward resolution. Internal users who have been added to the Work notes list receive a notification when work notes are added to a case task.
      Additional comments Customer-viewable comments. Each comment is inserted into the Activity field when the user selects Post.
    4. Click Update.