Components installed with Case lines and workflows

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Components installed with Case lines and workflows

    The Case lines and workflows application in ServiceNow Yokohama release installs several key components, including tables and roles, to manage case line items and their associated workflows effectively. These components extend existing case management functionality by introducing specialized tables and access controls tailored for case line items and their characteristics.

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    Tables Installed

    • Case Line [sncaseline]: Stores case line item records linked to parent cases. It extends the standard Case table and uses the prefix CSL.
    • Case Line Task [sncaselinetask]: Contains tasks related to case line items, extending the Case Task table with the prefix CSLTASK.
    • Case Line Characteristic [sncaselinecharacteristic]: Displays details about product offerings included in a case line, with records prefixed by CSLC.

    Roles Installed and Updated

    The application includes new roles that control access to case line item and case line characteristic records, as well as updates to existing roles to extend their access:

    • sncaseline.characteristiccreator: Allows users to create case line characteristic records if they have access to the parent case line item.
    • sncaseline.characteristicwriter: Permits updating case line characteristic records with parent case line item access.
    • sncaseline.characteristicdelete: Grants permission to delete case line characteristic records, requiring access to the parent case line item.
    • sncaseline.characteristicviewer: Enables viewing of case line characteristic records with appropriate parent case line item access.
    • sncaseline.characteristicreportviewer: Allows viewing reports related to the case line characteristic table.
    • sncustomerservice.casetaskagent (existing role): This role has read, write, and create access to case line tasks under specific conditions, along with read access to related case line items, characteristics, and parent order case data.
    • sncustomerserviceagent (existing role): Provides read, write, and update permissions across Case Line, Case Line Task, and Case Line Characteristic tables.

    These roles ensure granular control of access to case lines and their associated tasks and characteristics, enabling secure and efficient case management workflows.

    Several types of components are installed with the Case lines and workflows application, including tables and roles.

    Tables installed with Case lines and workflows

    Table 1. Case Lines and workflows tables
    Case Line

    [sn_case_line]

    		 The Case Line table stores case line item records that are created for parent cases. This table extends the Case table.

    The prefix for case line records is CSL.
    Case Line Task

    [sn_case_line_task]

    		 The Case Line Task table stores the tasks related to case line items. This table extends the Case Task table.

    The prefix for case line task records is CSLTASK.
    Case Line Characteristic

    [sn_case_line_characteristic]

    		 The Case Line Characteristic form displays details about the product offering included in a case line.

    The prefix for case line characteristic records is CSLC.

    Roles

    The Case Lines and workflows application includes roles that provide access to case line item and case line characteristic records. It also updates some existing roles to provide this same access.

    Table 2. Case lines and workflows roles
    Role Description Includes roles
    sn_case_line.characteristic_creator This user can create case line characteristic records if they have access to the parent case line item record. sn_case _characteristic_viewer
    sn_case_line.characteristic_writer This user can update case line characteristic records if they have access to the parent case line item record. sn_case _characteristic_viewer
    sn_case_line.characteristic_delete This user can delete case line characteristic records if they have access to the parent case line item record. sn_case _characteristic_viewer
    sn_case_line.characteristic_viewer This user can view case line characteristic records if they have access to the parent case line item record.
    sn_case_line.characteristic_report_viewer This user can view reports for the case line characteristic table if they have access to the parent case line item record.
    Case task agent

    [sn_customerservice.case_task_agent]

    		 This is an existing role.
    The case task agent has read, write, and create access for case line tasks:
    • If the case task agent is the assigned user on the case task (assigned_to).
    • If the case task agent belongs to the same assignment group as the assigned user.
    The case task agent has read access to the following:
    • The parent order case and the case line items.
    • The case line characteristic if they have read access to the associated case line item.
    • Account and contact records for the parent order case.

    The case task agent can update the work notes, comments, attachments, and watch list of the parent order case and the case line items.
    • sn_customerservice.csm_workspace_user
    • sn_customerservice.customer_data_viewer
    • sn_customerservice.case_contributor_editor
    • sn_csm_case_types.service_definition_viewer
    Customer service agent

    [sn_customerservice_agent]

    		 This is an existing role.
    The customer service agent role has read, write, and update permissions for the following tables:
    • Case Line
    • Case Line Task
    • Case Line Characteristic
    		 For more information, see Roles installed with Customer Service Management.