Government Service Case form

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

    • A government service agent creates a case to identify a constituent's request, and to track the activities related to resolving the issue. The Case form captures and displays detailed information about a constituent's issue or request.

    Tabela 1. Government Service Case form
    Field Description
    Number Auto-generated number for the case. Numbers for cases use the default prefix GOVCS.
    Applicant type Type of applicant:
    • Individual
    • Business
    • Agency
    Business Name of the business. If the business does not exist, the agent can create a business record from the case.
    Business contact Name of the business contact. If the business contact does not exist, the agent can create a business contact record from the case.
    Channel Method by which the constituent initiated contact and the case was opened:
    • Web (default)
    • Phone
    • Email
    • Chat
    • Social
    • Community
    • Alert
    • Virtual Agent
    • In Person
    Constituent Name of the constituent. If the constituent does not exist, the agent can create a constituent record from the case.
    Requested by agency Name of the agency that requested the case.
    Assigned to agency Name of the agency that is assigned with the case.
    Service The requested service indicated in the case.
    Opened Date and time that the case was opened.
    Priority The assigned priority:
    • 1 — Critical
    • 2 — High
    • 3 — Moderate
    • 4 — Low (default)
    Assignment group Assigned government service agent group.
    Assigned to Assigned agent. If a group is selected in the Assignment group field, the assigned agent must belong to this group.
    Primary purpose The reason that the constituent created the case:
    • Constituent Benefits: services that constituents can apply for.
    • Governance Procedures: other types of cases such as Frauds, Appeals, Investigations, Complaints.
    Partner The name of the partner company.
    Partner contact The name of the partner contact for this case.
    Short description Brief description of the question, request, or issue.
    Applicant Information
    Primary identification type The type of document used as a constituent identification:
    • Social Security Number
    • State Identification Number
    • Driver's License Number
    • Medicare ID
    Identification field One of the following fields based on the selection in the Primary Identification type field:
    • Social Security Number
    • State Identification Number
    • Driver's License Number
    • Medicare ID
    Email The email address of the requester.
    Street The street name for the primary address.
    City The city for the primary address.
    State/Province The state or province for the primary address.
    ZIP/Postal Code The ZIP code or postal code for the primary address.
    Country The country of the requester.
    Application Information
    Reported date The date that the case was submitted. This field defaults to the case creation date but can be changed.
    Decision date The date that a decision about the case was reached.
    Application status The status of the application:
    • Approved
    • Declined
    Description A description about the case status.
    Notes
    Watch list Users who receive notifications about this case when additional comments are added or if the state of a case is changed to Resolved or Closed.

    Click the add me icon to add yourself to the watch list.
    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.

    Click the add me icon to add yourself to the watch list.
    Additional comments (Customer visible) Comments for the case that are visible to the constituent.
    Work notes

    Information about how to resolve the case or steps taken to resolve it, if applicable.

    Internal users who have been added to the Work notes list receive a notification that Case work notes have been added.

    You can configure the notification, as required. The notes are viewable by the admin, agent, and agent manager.
    Contributors
    Contributor Users When a user with the case task agent role (sn_customerservice.case_task_agent) is assigned to a case task, the user is added to the Contributor Users field.

    If this user is removed from the Assigned to field on the Case Task form, and this user is not assigned to any other tasks for the case, the user is also removed from the Contributor Users field.
    Contributor Groups When a user with the case task agent role (sn_customerservice.case_task_agent) is assigned to a case task, the user's assignment group is added to the Contributor Groups field.

    If the user is removed from the Assigned to field on the Case Task form, and no other member of their assignment group is assigned to any other tasks for the case, the assignment group is removed from the Contributor Groups field.

    If a group is removed from the Assignment group field on the Case Task form, and the group is not assigned to any other tasks for the case, the assignment group is removed from the Contributor Groups field.
    Resolution Information
    Resolved by Agent that the case is assigned to when the case is resolved.
    Resolved Date and time that the case was resolved.
    Resolution code List of the resolution states for the case.

    This field is mandatory when an agent proposes a solution for a case.
    Closed by Name of the user who closed the case.
    Closed Date and time that the case was closed.
    Cause Details about the cause of the resolution.
    Resolution notes Details about how the case was closed. This field is mandatory if a customer service agent or agent manager closes a case. If a constituent closes a case, it is not mandatory.