---
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


---

# Add a case type to the Case interceptor

# Add a case type to the Case interceptor {#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

In the Core UI, the Case interceptor lists the types of customer service cases that
an agent can create. If you create a case type and you want that case type to appear in the
Case interceptor, you need to add it to the Case interceptor configuration.

## Antes de Iniciar

Role required: sn_csm_case_types.service_definition_admin or admin

## Por Que e Quando Desempenhar Esta Tarefa

When an agent creates a case, they can select the case type from the Case
interceptor.

## Procedimento

1. Navigate to AllSystem DefinitionInterceptors.
2. Select the Case interceptor from the Interceptors list.
3. In the Answers related list, select New.
4. Select Simple questions to redirect the URL.
5. Fill in the fields on the Answer form.  
   {#service-def-config-case-interceptor__table_ww5_r4c_dwb__entry__2}

   | Field | Description |
   |-|-|
   | Name | Enter a unique name for the case type. For example, Complaint. |
   | User Prompt | The description that the agent sees in the interceptor when they create a case. |
   | Target URL | The target URL of the form view that should open for the selected case type. |
   | Order | The order in which the case type appears in the interceptor. |
   [Tabela 1. Answer form fields and descriptions]

   {#service-def-config-case-interceptor__table_ww5_r4c_dwb}
6. Select Submit.