---
sourceDocument: Australia Retail Industry
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/retail-industry

 Release :

    - australia

ft:locale :

    - de-DE

ft:publication_title :

    - Australia Retail Industry

ft:clusterId :

    - rahi

bundleId :

    - rahi

workflow :

    - Customer and Industry


---

# Create a customer complaint case

# Create and assign a retail customer complaint case in workspace {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 Minute Lesedauer

Create and assign a retail customer complain case in Workspace on behalf of a customer.

## Vorbereitungen

Roles required: sn_rtl_cs_cmplnt.agent, sn_rtl_cs_cmplnt.agent_manager

## Warum und wann dieser Vorgang ausgeführt wird

The retail customer complaint case type enables customers to submit complaints anonymously via phone or email.

## Prozedur

1. Navigate to ListsRetail Customer ComplaintsAll.
2. Select New and fill in the information about the customer complaint.

   | Fields | Description |
   | Service | Type of service request. |
   | Customer name | Name of the customer. Hinweis: The name of the customer might not get registered in the system. |
   | Customer email | Email address of the customer. |
   | Priority | Sequence in which this case must be resolved, based on the impact and urgency. |
   | Assignment group | Associated assignment group that is responsible for working on this request. |
   | Reported Retail Organization | Retail organization from which this request has been created. |
   | Assigned to | Person who is responsible for working on this request. |
   | Short description | Short description about this request. |
   | Description | Details about this request. |
   |-|-|

   {#rahi-retail-creating-request-in-workspace__choicetable_wkg_1lc_ccc}
3. Select Save.
4. Self-assign the case by selecting Assign to me or work on the assigned case by selecting Accept.  
   Hinweis:  
   Select Task related list to view your existing tasks and select New to add a task.
{#rahi-retail-creating-request-in-workspace__steps_vs2_bw2_5fc}