Case lines and workflows
Summarize
Summary of Case lines and workflows
The Case lines and workflows application enhances case management by allowing agents to reference and manage multiple line items within a single case record. This capability is essential for handling multiple related issues efficiently, such as multiple orders or order lines within one case. It enables agents to independently track, resolve, and take different actions on each line item before resolving and closing the overall case.
Show less
Key Features
- Supports various line item types based on the case source, including orders, order lines, invoices, invoice lines, contracts, and sold products.
- Each case line item corresponds to an entity line and follows its own resolution process.
- Includes a Case Line Items list view accessible via the Core UI under All > Customer Service > Cases > All Line Items.
- Extensible framework to accommodate different entities such as orders, order lines, invoices, and contracts.
- Includes relevant tables and roles to manage case line items effectively.
Key Outcomes
- Enables identification and management of incomplete orders with recommendations for alternatives.
- Supports processing of inflight order changes and customer-initiated modifications (items, quantities, ship dates).
- Facilitates management of order exceptions, including approval and fulfillment workflows.
- Improves supplier management by creating supplier-specific cases for order-related inquiries (quantity changes, quality issues, status tracking).
Additional Information
The Case lines and workflows application (com.sncaseline) is available on the ServiceNow Store and can be integrated into your environment to enhance case management capabilities. For further details on components, roles, and related functionality, consult the application documentation and ServiceNow Store resources.
The Case lines and workflows application provides the ability to reference multiple line items on a case record. Agents can use these line items to capture, track, and resolve multiple related issues in a single case.
The Case lines and workflows application provides the framework for a case type to handle multiple related issues. One example is the Orders case type available with the Order Operations Case Management application. This case type enables agents to create cases with case line items for multiple orders or for multiple order lines within a single order.
Case line items enable agents to track multiple issues for the same case. Agents can resolve these different issues, represented by case line items, independently before resolving and closing the case. Agents can take different actions on different case line items depending on the need.
This application supports different types of line items based on the source of the case. These line items can include entities such as orders or order lines, invoices or invoices lines, contracts, and sold products. Each case line item maps to an entity line (for example, an order line) and has its own resolution process.
Benefits of using case line items
- Identify when an order cannot be filled completely and recommend alternative items.
- Process inflight order changes and customer-initiated changes, such as changes to items, quantities, or requested ship dates.
- Process order exceptions and manage the approval and fulfillment process.
- Manage suppliers by creating supplier cases for order-related questions, such as increasing or decreasing quantity, quality issues, or status tracking.
Case lines and workflows plugin
The Case lines and workflows application (com.sn_case_line) enables the Case table to store multiple line items on a case record. These line items are product instances and can be extended for various entities such as orders, order lines, invoices, invoice lines, and contracts.
The case lines and workflows application includes a Case Line Items list view in the Core UI. To access the Case Line Items list, navigate to .
The Case lines and workflows application application also includes tables and roles. For more information, see Components installed with Case lines and workflows.
The Case lines and workflows application is available from the ServiceNow Store.
Request apps on the Store
Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.