---
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


---

# Create a task for a customer service case

# Create a task for a customer service case {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

Create a task for a customer service case for additional work that needs to be
completed as part of resolving the case.

## Before you begin

Role required: sn_customerservice_agent, sn_customerservice_manager, or admin

## About this task

When you create a task, the system uses information from the case to automatically
fill in fields on the Case Task form. After you create and save a task, it appears
in the Tasks related list on the Case
form.

## Procedure

1. Open the desired case.
2. From the Tasks related list, click New.
3. Fill in the fields on the Case Task form.  
   {#create-task-for-cust-service-case__table_case_task_form_fields__entry__2}

   | Field | Description |
   |-|-|
   | Number | The automatically assigned case task number. |
   | Parent case | The number of the parent case. This can be a case from the Case \[sn_customerservice_case\] table or any child tables of the Case table. |
   | Parent | The number of the parent record if the task is created from a type of record other than a case. This field is populated when a case task is created from a non-case record such as an incident, problem, change, or request. This field is a reference to the Task \[task\] table. Note: You may need to configure the case task record to display the Parent field. For more information about adding fields to a form, see [Configuring the form layout](https://www.servicenow.com/docs/access?context=configure-form-layout&version=xanadu&pubname=xanadu-platform-administration&ft:locale=en-US). |
   | Contact | The contact for the parent case. This field is a reference to the Contact \[customer_contact\] table. |
   | Account | The account for the parent case. This field is a reference to the Account \[customer_account\] table. |
   | Consumer | The consumer for the parent case. This field is a reference to the Consumer \[csm_consumer\] table. |
   | Subject | The subject of the case task. |
   | Description | A description of the work that needs to be done in order to complete the case task. |
   | Priority | The assigned priority of the case task: * 1 - Critical * 2 - High * 3 - Moderate * 4 - Low (default) {#create-task-for-cust-service-case__ul_jx1_jk5_4t} |
   | State | The current state of the case task: * Open * Closed {#create-task-for-cust-service-case__ul_uxy_3q2_55b} |
   | Assigned to | The assigned user. |
   | Service Definition | This field is a reference to the Service Definition \[sn_case_type_selection\] table. |
   | Work notes list | Internal users who receive a notification about this case when work notes are added. You can only add internal users to the work notes list. |
   | Work notes | Information about the case task, such as steps taken toward resolution. Internal users who have been added to the Work notes list receive a notification when work notes are added to a case task. |
   | Additional comments | Customer-viewable comments. Each comment is inserted into the Activity field when the user selects Post. |
   [Table 1. Case Task form fields]

   {#create-task-for-cust-service-case__table_case_task_form_fields}
4. Click Update.