---
sourceDocument: Australia Security Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/security-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Security Management

ft:clusterId :

    - security

bundleId :

    - security

workflow :

    - Technology


---

# Create a Customer Service case

# Create a Customer Service case from a security incident {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Security Incident Response ships with a default field mapping that maps a
security incident to a Customer Service (CS) case. You can create a CS case
from any security incident, edit the Priority, and also add
Optional notes.

## Before you begin

Role required: sn_si.basic and sn_customerservice_agent  
Note:  
The Customer Service plugin must be activated to perform this task.

## Procedure

1. Navigate to Security Incident.
2. Open the security incident that you want to add a CS case to.
3. Select Create Customer Service Case in the top header.  
   The pop-up window is prepopulated with information from the security incident based on your field mapping.
4. You can select a new Priority and add any Optional notes.  
   Note:  
   The Priority field overwrites the default setting. The Optional notes are appended to the incident.
5. Select Submit.  
   A CS case is created and displayed in the Customer Service Cases related list in the security incident.
6. You can select the CS case link to follow up on the case.
**Related topics**   

* [Customer service case management](https://www.servicenow.com/docs/access?context=configure-csm-case-management&version=australia&pubname=australia-customer-service-management&ft:locale=en-US)