Actionable case flows

  • Release version: Washingtondc
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Actionable Case Flows

    Actionable case flows in Customer Service Management streamline user actions by automatically creating and resolving blocking tasks for customer service cases. These flows, enabled by default through the Case Action Status plugin, help manage various case-related scenarios efficiently. Customers can disable flows for specific actions if desired.

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    Key Features

    • Predefined Flow Designer actions such as:
      • Add Blocking Task
      • Inactivate Blocking Task
      • Set Needs Attention Flag
    • Flows for customer service cases, including:
      • Creation of blocked records when customer information or associated tasks (like Case Task, Change Request, or Incident) are needed.
      • Resolution of blocked records when related items are closed or when user information is provided.
    • Flows for customer service orders that manage information needs and attention requirements.
    • Specialized flows for problem records linked to cases, addressing specific blocking reasons with appropriate resolutions.

    Key Outcomes

    By utilizing actionable case flows, ServiceNow customers can expect improved case management efficiency, timely resolution of blocking tasks, and better communication regarding case statuses. These flows automate key processes, reducing manual effort and enhancing overall service delivery to customers.

    Actionable case flows contain predefined user actions that automatically create and resolve blocking tasks for customer service cases.

    The Case Action Status plugin provides several actionable case flows that create and resolve blocking tasks for different case-related actions. These flows are enabled by default. If you don't want to create blocking tasks for a specific action, disable the associated flow.

    To view these flows, navigate to Customer Service > Administration > Actionable Case Flows.

    Flow Designer actions

    Case flows use the following predefined Flow Designer actions:
    • Add Blocking Task
    • Inactivate Blocking Task
    • Set Needs Attention Flag

    Flows for customer service cases

    The case action status feature provides the following flows for customer service cases.
    • Create blocked by record if case needs customer information
    • Create blocked by record if Case Task is associated with case
    • Create blocked by record if Change Request is associated with case
    • Create blocked by record if SC Request is associated with case
    • Create blocked by record if Work Order is associated with case
    • Create blocked by record if Incident is associated with case
    • Create blocked by record if Problem is associated with case
    • Resolve blocked by record if Case Task is closed
    • Resolve blocked by record if Change Request is closed
    • Resolve blocked by record if Incident is closed
    • Resolve blocked by record if Problem is closed or Fix is communicated
    • Resolve blocked by record if Problem is closed or Fix/Workaround is communicated
    • Resolve blocked by record if SC Request is closed
    • Resolve blocked by record if user information is provided for case
    • Resolve blocked by record if Work Order is closed or canceled
    • Set Needs Attention if additional comments are added by others
    • Update case when blocked by record is created
    • Update case when Needs attention field is toggled

    Flows for customer service orders

    The case action status feature provides the following flows for customer service orders.
    • Create blocked by record if order case needs customer information
    • Resolve blocked by record if user information is provided for order case
    • Set Needs Attention if additional comments are added by others on order case
    • Update order case when Needs attention field is toggled

    Flows for problem records associated with a case

    If a problem is associated with a case with the Need task resolution blocking reason, a case flow is provided to resolve the blocking task when a fix is communicated or the problem record is closed or canceled.

    If a problem is associated with a case with the Need PRB workaround blocking reason, a case flow is provided to resolve the blocking task when a workaround is provided or the problem record is closed or canceled.