Add orders or order lines to an order case

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 1 min. de leitura

    • Add orders or order lines to an existing order case. You can also delete orders or order lines from an existing order case.

    Por Que e Quando Desempenhar Esta Tarefa

    Adding orders or order lines to an existing case is determined by the value in the Scope of request field on the order case record.
    • If the value is Specific line items, Single order, you can add order lines to the case.
    • If the value is Multiple orders, you can add orders to the case.

    Antes de Iniciar

    Role required: sn_order_case.creator, sn_order_case.agent, sn_customerservice_agent, admin

    Procedimento

    1. Open an order case record in CSM Configurable Workspace.
    2. Select Add in the Order Case Line list.
    3. Select the desired orders or order lines in the resulting modal.
      • Add orders to case: displays the available orders.
      • Add order lines to case: displays the available order lines.
    4. Select Add in the modal.
      The system adds the selected orders or order lines to the Order Case Line list.