Components installed with Case lines and workflows

  • Release version: Xanadu
  • Updated November 1, 2024
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Components Installed with Case Lines and Workflows

    The Case Lines and workflows application includes essential components such as tables and roles, which support the management of case line items and their respective workflows. Understanding these components enables ServiceNow customers to effectively utilize the application for case handling and task management.

    Show full answer Show less

    Key Features

    • Case Line Table [sncaseline]: Stores records for case line items associated with parent cases, extending the capabilities of the Case table.
    • Case Line Task Table [sncaselinetask]: Manages tasks related to case line items, extending the Case Task table.
    • Case Line Characteristic Table [sncaselinecharacteristic]: Provides details about product offerings included in a case line.

    Roles

    The application includes specific roles to manage access to case line item and characteristic records:

    • Characteristic Creator: Can create case line characteristic records.
    • Characteristic Writer: Can update case line characteristic records.
    • Characteristic Delete: Can delete case line characteristic records.
    • Characteristic Viewer: Can view case line characteristic records.
    • Characteristic Report Viewer: Can view reports for the case line characteristic table.
    • Case Task Agent: Has comprehensive access to case line tasks and related records based on assignment.
    • Customer Service Agent: Has permissions for read, write, and update across case line tables.

    Key Outcomes

    By leveraging these components and roles, ServiceNow customers can efficiently manage case line items, enhance collaboration, and ensure proper access controls for their teams. This structured approach facilitates improved case resolution and service delivery.

    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.