Case lines and workflows
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Summary of Case lines and workflows
The Case lines and workflows application allows agents to manage multiple line items within a single case record, enabling the tracking and resolution of related issues efficiently. This functionality is particularly useful for case types like Orders, where multiple orders or order lines can be managed simultaneously.
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Key Features
- Support for various line items including orders, invoices, and contracts, each with its own resolution process.
- Ability to take independent actions on different case line items based on specific needs.
- Access to a Case Line Items list view in the Core UI for easy management.
- Integration with the ServiceNow Store for additional applications and resources.
Key Outcomes
Utilizing the Case lines and workflows application leads to improved case management by:
- Identifying and recommending alternatives when orders cannot be completely filled.
- Processing changes initiated by customers or order inflight adjustments effectively.
- Managing order exceptions and overseeing the approval and fulfillment workflow.
- Facilitating supplier case management for various order-related inquiries.
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.
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