---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/customer-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# View cases in Draft state on the portal

# View cases in Draft state on the portal {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

Customers can view a list of cases in the Draft state from the Customer and Consumer Service Portals.

When using playbooks on the Customer Service Portal or Consumer Service Portal, customers can view a list of cases in the Draft state by navigating to HomeMy ListsMy Draft Cases. Selecting a case in the Draft state returns the user to the playbook intake stage and activities.

## Enabling the Draft state {#playbook-for-portals-my-draft-cases-list__section_wdm_jdb_ggc}

The Draft state for the base case is shipped as inactive by default. Customers can manually activate the Draft state in the Choice \[sys_choice\] table.

1. Navigate to sys_choice.list.
2. Select the following record:
   * Table = sn_customerservice_case
   * Element = state
   * Label = Draft
   {#playbook-for-portals-my-draft-cases-list__ul_sdq_lbb_ggc}
3. Select Edit.
4. Clear the Inactive check box.
5. Select Update.
{#playbook-for-portals-my-draft-cases-list__ol_qgq_hbb_ggc}

For more information, see [Choice list field type](https://www.servicenow.com/docs/access?context=c_ChoiceLists&version=australia&pubname=australia-platform-administration&ft:locale=en-US).

## Case draft state values system property {#playbook-for-portals-my-draft-cases-list__section_ejk_4db_ggc}

The sn_customerservice.case_draft_state_values system property stores a comma-separated list of values for the Draft state choice list values for the cutomer service base case and case types. The default
value for this property is 0.