Creating case line items and case line tasks

  • Release version: Xanadu
  • Updated September 16, 2024
  • 2 minutes to read
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    Summary of Creating Case Line Items and Case Line Tasks

    This guide provides ServiceNow customers with the steps to create case line items and associated tasks within cases in the ServiceNow platform, specifically for the Xanadu release. It includes instructions for both the CSM Configurable Workspace and Core UI interfaces.

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    Key Features

    • Creating Case Line Records: Agents can initiate new case line records in a Draft state by selecting 'New' from the Case Line list action bar or related list.
    • Auto-Populated Fields: When creating a case line, fields such as Account, Contact, Parent case, Priority, Assignment group, and Assigned to are automatically populated from the parent case.
    • Bundled Products: Adding a bundled product to a case line item generates individual case line items for each component of the bundle.
    • Creating Case Line Tasks: Agents can create tasks associated with case line items using the 'Create case line task' action, which auto-fills some fields from the case line record.
    • Case Line List Action Bar: This feature allows agents to add, edit, assign, or delete case lines efficiently from the case record.

    Key Outcomes

    By utilizing these features, ServiceNow customers can effectively manage case line items and tasks, enhancing the tracking and resolution of customer issues. This structured approach streamlines workflows and improves overall case management efficiency.

    Agents can create case line items for cases and create tasks for case line items.

    Creating case lines

    To create a case line record:
    • CSM Configurable Workspace: Open a case and select New on the Case Line list action bar to open a new case line record in the Draft state.
    • Core UI: Open a case and select New on the Case Lines related list on the case record to open a new case line record in the Draft state.
    The information in the following fields is copied from the parent case:
    • Account
    • Contact
    • Parent case
    • Priority
    • Assignment group
    • Assigned to

    If a bundled product is added to a case line item record, the system creates a case line item for each component in the bundle after the agent saves the new case line item record. The case line characteristics are also created for each component.

    Create a case line task

    The case line item record includes a Create case line task action that agents can use to create tasks for a case line item.
    1. Open a case line item record.
    2. Select Create case line task to open a Create new case line task form.

      Some fields on this form are auto populated with details from the Case line record.

    3. Enter additional information as needed.
    4. Select Save to create the case line task record.

      Case line tasks appear in the Tasks tab on the case line item record.

    Case Line list action bar

    In CSM Configurable Workspace, the Case Line list action bar appears at the top of the Case Line list component on a case record.

    Agents can add case lines from existing entities, such as orders or invoices, or create new case lines.
    • New: Opens a Create New Case Line record in a separate tab. Fill in the fields and select Save to add the case line to the list.
    • Add: Displays the Add lines to case modal. Select one or more lines and then select Add to add the selected case lines to the list.
    After selecting a case line, users can edit the case line details, assign a case line to themselves, or delete a case line.
    • Edit: Displays the details for the selected case line in a panel. Make the necessary changes and select Update at the bottom of the panel.
    • Assign to me: Assigns the selected case line to the current user.
    • Delete: Deletes the selected case line. Select Delete all in the confirmation pop-up window.