--- sourceDocument: Australia Manufacturing sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/manufacturing Release : - australia ft:locale : - pt-BR ft:publication_title : - Australia Manufacturing ft:clusterId : - mftg bundleId : - mftg workflow : - Customer and Industry --- # Setup case types in Manufacturing Commercial Operations # Setup case types in Manufacturing Commercial Operations {#ariaid-title1} * Versão de lançamento: Australia * * Atualizado 12 de mar. de 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 6 min. de leitura Configure case types to handle different types of customer issues. A case type identifies the processes and the data needed to resolve a specific type of issue. Once created, you can view the case types, manage settings, and update the configuration of the case types in Manufacturing Commercial Operations. ## Por Que e Quando Desempenhar Esta Tarefa For each case type, you create a table that extends the Case table. Then, configure a number of items, such as processes, business rules, and client scripts, that drive customer issues of this type from creation to resolution. When creating cases, agents can select the case type that corresponds to the customer issue. There's a sequence of tasks that enable you to configure case types for Manufacturing Commercial Operations. You must create the following for each case type: * States and State flow * UI actions * UI Policies (if marked as inherited) * Client Scripts (if marked as inherited) * Business rules * SLA definitions * Special Handling notes configuration * Notifications {#managing-configuring-case-types-mco__ul_zy1_fxd_ycc} Nota: Attributes are considered Inherited if no changes are needed from the base case. ## Antes de Iniciar Role required: admin ## Procedimento 1. Navigate to AllCustomer ServiceCase Types. 2. In the Case Types category, view the list of tasks to configure the feature. {#managing-configuring-case-types-mco__table_pz1_qqv_llb__entry__2} | Task | Description | |-|-| | Create Case Types | The first step in creating a case type is to create a table for the case type that extends the Case table (sn_customerservice_case). Nota: This table should be created in a scope other than global. You can create a table for the case type using one of these methods: * Guided Application Creator * Platform table creation feature (navigate to System DefinitionTable and select New) {#managing-configuring-case-types-mco__ul_ulz_yff_yjb}The extended table for the case type inherits most of the functionality of the Case table. | | Set Up View Rules | View rules determine the form views that are available to users. Create view rules that determine the conditions for when the system displays the Case Type table in a specified view. | | Set Up States for State Flows | State flows enable you to customize transitions from one state to another in tables derived from the Task \[task\] table, including the Case \[sn_customerservice_case\] table and tables extended from Case. You can configure the system to perform work during transitions to specific states. Create choice records for each of the states to be used in state flows for the case type. When creating your desired states, set the Table field to the table for the case type and the Element field to State. | | Set Up UI Policies | UI policies dynamically change the behavior of information on a form, such as setting a field to read only or making a field require. The case type inherits the following UI policies from the Case table: * Show or hide major case information section * Make Partner Contact Read only If Partner is empty {#managing-configuring-case-types-mco__ul_fbm_11g_yjb}You can configure additional UI policies for the Case Type form. | | Set Up Client Scripts | Client scripts enable the system to run JavaScript on the client when client-based events occur, such as when a form loads or when a field changes value. The case type inherits the following client scripts from the Case table: * Empty Partner Contact on Partner Change * Empty Case Form on Account Change * Hide Request related list * Hide SM section and list of no plugin * Hide Related Records Section {#managing-configuring-case-types-mco__ul_ymy_qz4_bjb}You can configure additional client scripts for the case type. | | Set Up business rules | A business rule is a server-side script that runs when a record is displayed, inserted, updated, or deleted, or when a table is queried. Use business rules to accomplish tasks like automatically changing values in form fields when certain conditions are met, or to create events for email notifications and script actions. You can set up the desired business rules for the Case Type table. | | Set Up Case Type UI actions | UI actions include the buttons, links, and context menu items that appear on lists and forms. A case type inherits the UI actions from the Case table. You have the following options when setting up UI actions for a case type: * Create UI actions for the case type. To create UI action, select the Case Type table in the Table field on the UI action form. * Use any of the inherited case UI actions. * Use a combination of the two. {#managing-configuring-case-types-mco__ul_mrh_qyf_yjb}You can also block any inherited case UI actions that you don't want. To block an action, update the CSUIActionsimpl script include. | | Set Up Case Types | Register a newly created case type by creating a case type definition record. This record is stored in the Case Type table (sn_case_type) and includes the following information: * The name of the case type * The table created for the case type * An optional category * An optional subtype * A short description * A field for setting the case type to active {#managing-configuring-case-types-mco__ul_i2r_mxm_yjb}The Case Type table extends the Application File table (sys_metadata). This table includes a Domain column that customers can use to add their own logic. To create a case type definition record, navigate to Customer ServiceManage Case Types and select New. After creating and saving the case type definition record, you can configure the following process information for the case type using the related lists on the Case Type form: * State flows * Special handling notes * SLAs * Email templates * Quick messages * Reports {#managing-configuring-case-types-mco__ul_nm3_yj1_yjb} For more information, see [Manage case types in MCO](https://servicenow-prod.fluidtopics.net/RAPsN0dkMug~FAvtbbk5nA#managing-case-types-mco "Manage the settings and the configuration for a case type from the Case Type form."). Nota: These related lists only display information for the new case type. They don't include information for the base case. | | Set Up Notifications | Notifications keep users informed about different activities and events. You can determine the conditions when a notification appears by creating a record in the Notification table. | | Set Up Roles | Create one or more roles to control access to the case type features and capabilities. Then grant these roles access to the desired applications and modules. | | Set Up Access Control List rules (ACLs) | Use Access Control List rules (ACLs) to restrict access to data. These rules require users to pass a set of requirements before they can interact with data. For external customers to see a case type, add ACLs that provide read or create access for external users. | | Set Up Record Producers | A record producer is a specific type of catalog item that enables users to create task-based records, such as case records, from the service catalog. Create a record producer that exposes the new case type on the Customer Portal. | [Tabela 1. Manufacturing Commercial Operations Case types configuration tasks] {#managing-configuring-case-types-mco__table_pz1_qqv_llb} ## Manage case types in MCO {#ariaid-title2} Manage the settings and the configuration for a case type from the Case Type form. After using the Manufacturing Commercial Operations Guided Setup to create and [configure a case type](https://servicenow-prod.fluidtopics.net/RAPsN0dkMug~FAvtbbk5nA#managing-configuring-case-types-mco "Configure case types to handle different types of customer issues. A case type identifies the processes and the data needed to resolve a specific type of issue. Once created, you can view the case types, manage settings, and update the configuration of the case types in Manufacturing Commercial Operations."), you can view and manage the settings and configuration for the case type from the Case Type form. To access a Case Type form, navigate to Customer Service \> Case Types \> Manage Case Types and select a case type from the list. ### Case Type form related lists {#managing-case-types-mco__section_okn_hv3_3kb} The Case Type form related lists display items configured for the case type table. Use the related lists to create additional configurations. * Record Producers * State Flows * Special Handling Notes * SLAs * Email Templates * Quick Messages * Reports * Case Type Selections {#managing-case-types-mco__ul_b2z_5jp_bjb} {#managing-case-types-mco__table_m43_l53_3kb__entry__2} | Related link | Description | |-|-| | View Case Type Configuration | Displays the current configuration for this case type, including: * Business rules * Client scripts * Dictionary entries and overrides * Notifications * UI actions * Access controls * UI policies * Data policies * Styles * View rules * Flows {#managing-case-types-mco__ul_ugy_r53_3kb} | | Launch Guided Setup for Case Types | Goes to the Case Types setup tasks in Manufacturing Commercial Operations Guided Setup. | [Tabela 2. Case Type form related links] {#managing-case-types-mco__table_m43_l53_3kb}