---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Customer Service Cases list

# Customer Service Cases list {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

The Cases list displays a list of customer service cases for the current user.
Users with the sn_customerservice_agent or sn_customerservice_manager roles can view the Cases list in the Customer Service Management application. The default view of the Cases list includes the following columns:

* Number
* Short description
* Contact
* Account
* Channel
* State
* Priority
* Assigned to
* Updated
* Case Report (add a column to access this table if needed)
{#c_CustomerServiceCaseList__ul_ujq_t5b_dt}  
External customers can view a list of cases from the customer portal. For external users with the sn_customerservice.customer or sn_customerservice.customer_admin roles, the Cases list displays a subset of case information, including:

* Number
* Short description
* Product
* Priority
* State
* Updated

{#c_CustomerServiceCaseList__ul_lsn_lfr_ns}For external users with the sn_customerservice.partner or sn_customerservice.partner_admin roles, the Account column is also displayed.

## Cases displayed in the Case list by user role {#c_CustomerServiceCaseList__section_irm_kfs_vlb}

The cases included in the Case list are determined by user role.  
{#c_CustomerServiceCaseList__table_iqr_zfr_ns__entry__2}

| User Role | Cases Included in Case List |
|-|-|
| Internal roles ||
| sn_customerservice.customer_admin | All cases |
| sn_customerservice_manager | All cases |
| sn_customerservice_agent | All cases |
| External roles ||
| sn_customerservice.customer_admin | * Cases created for the customer administrator's account * Cases created by contacts who have a contact relationship with the customer administrator's account {#c_CustomerServiceCaseList__ul_ncz_xhs_vlb} Note: A [contact relationship](https://servicenow-prod.fluidtopics.net/RSWQb~Wyczz9Z2MKhKKC2Q "You can add a contact from one account to another account by using a contact relationship in the Customer Service Management (CSM) application. By using contact relationships, you can perform actions on behalf of the accounts that you established a contact relationship with.") enables a contact with the customer role or customer admin role to manage the account for which the contact relationship has been established. |
| sn_customerservice.customer | * Cases created by the customer * Cases created by an agent for the customer {#c_CustomerServiceCaseList__ul_wtx_jy2_qs} |
| sn_customerservice.partner_admin | * Cases created by the partner: * For their own account * For a customer account {#c_CustomerServiceCaseList__ul_xgj_dks_vlb} * Cases created for the partner administrator's account {#c_CustomerServiceCaseList__ul_gsc_rpr_ns} |
| sn_customerservice.partner | * Cases created by the partner * Cases created by an agent for the partner * Cases created for the same account * Cases created from a partner account {#c_CustomerServiceCaseList__ul_k42_kpr_ns} |
[Table 1. Internal and External for the Case List]

{#c_CustomerServiceCaseList__table_iqr_zfr_ns}