---
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


---

# Components installed with Order Operations Case Management

# Components installed with Order Operations Case Management {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 20, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 6 minutes to read

Several types of components are installed with the Order Operations Case Management application, including tables, roles, and service definitions.

## Tables {#csm-case-mgmt-order-ops-install-comp__section_dvq_42t_ncc}

The Order Operations Case Management application adds the following tables.  
{#csm-case-mgmt-order-ops-install-comp__table_v3g_jhj_jcc__entry__2}

| Table | Description |
|-|-|
| [Order Case](https://servicenow-prod.fluidtopics.net/J97Aj8bQ~CPPGBuyN43YWA "The order case form displays details about an order case.") \[sn_order_case\] | Stores order case records. This table extends the Case \[sn_customerservice_case\] table. Records in the Order Case table use the prefix ORDCS. |
| [Order Case Line](https://servicenow-prod.fluidtopics.net/2iWY9h5IqWHGdXpMDVzOyA "The order case line item form displays details about an order case line on a case record.") \[sn_order_case_line\] | Stores the case line items created for order cases. This table extends the Case Line \[sn_case_line\] table. Requesters and fulfillers can use this table to capture the orders and order lines as line items on an order case for which they want to request order changes, resolve disputes, or make inquiries. Records in the Order Case Line table use the prefix ORDCSL. |
[Table 1. Order Operations Case Management tables]

{#csm-case-mgmt-order-ops-install-comp__table_v3g_jhj_jcc}

The Order Operations Case Management application also uses the following tables from the [Case lines and workflows](https://servicenow-prod.fluidtopics.net/PXqAFCNQhE~Lxe9A8r3wkg "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.") application.  
{#csm-case-mgmt-order-ops-install-comp__table_jcd_55l_fdc__entry__2}

| Table | Description |
|-|-|
| Case Line \[sn_case_line\] | The Case Line table stores case line item records. This table extends the Task table. The prefix for case line records is CSL. |
| Case Line Characteristic \[sn_case_line_characteristic\] | The Case Line Characteristic form displays details about a case line item on a case record. The prefix for case line characteristic records is CSLC. |
| 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. |
[Table 2. Case lines and workflows tables]

{#csm-case-mgmt-order-ops-install-comp__table_jcd_55l_fdc}

## Roles {#csm-case-mgmt-order-ops-install-comp__section_kph_rxx_2dc}

The Order Operations Case Management application includes roles that provide access to order cases and order case line items. It also updates some existing roles to provide this same access.  
{#csm-case-mgmt-order-ops-install-comp__table_nfd_kkj_jcc__entry__3}

| Role | Description | Includes roles |
|-|-|-|
| Order case agent \[sn_order_case.agent\] | Provides create, read, and update access to: * Order cases * Order case line items * Case line characteristics * Order case tasks * Order case line tasks {#csm-case-mgmt-order-ops-install-comp__ul_e3q_1n3_lcc} Provides read access to: * Orders * Order line items * Order line characteristics {#csm-case-mgmt-order-ops-install-comp__ul_k2r_dn3_lcc} | * sn_customerservice_agent * sn_order_case.creator * sn_order_case.writer * sn_order.navigation_menu * sn_order_case.delete {#csm-case-mgmt-order-ops-install-comp__ul_cqk_hn3_lcc} |
| Order case agent manager \[sn_order_case.agent_manager\] | Provides create, read, and update access to: * Order cases * Order case line items * Case line characteristics * Order case tasks * Order case line tasks {#csm-case-mgmt-order-ops-install-comp__ul_kpm_nn3_lcc} This role can also override agent actions. | * sn_customerservice_manager * sn_order_case.agent * sn_order_case.report_viewer {#csm-case-mgmt-order-ops-install-comp__ul_sh2_rn3_lcc} |
| Order case viewer \[sn_order_case.viewer\] | Provides read access to the following records: * Order cases * Order case line item s * Case line characteristics {#csm-case-mgmt-order-ops-install-comp__ul_wqn_yvd_tcc} | sn_case_line.characteristic_viewer |
| Order case creator \[sn_order_case.creator\] | Provides create access to the following records: * Order cases * Order case line items * Case line characteristics {#csm-case-mgmt-order-ops-install-comp__ul_d2n_dwd_tcc} | * sn_order_case.viewer * sn_case_line.characteristic_creator {#csm-case-mgmt-order-ops-install-comp__ul_cjz_jlj_jcc} |
| Order case writer \[sn_order_case.writer\] | Provides write access to the following records: * Order cases * Order case line items * Case line characteristics {#csm-case-mgmt-order-ops-install-comp__ul_tsr_hwd_tcc} | * sn_order_case.viewer * sn_case_line.characteristic_writer {#csm-case-mgmt-order-ops-install-comp__ul_e14_llj_jcc} |
| sn_order_case.delete | Provides delete access to order cases and case line items. Note: Once a case has been submitted, only users with the admin role can delete an order case or case line items. | * sn_order_case.viewer * sn_case_line.characteristic_delete {#csm-case-mgmt-order-ops-install-comp__ul_mt4_mlj_jcc} |
| Order case report viewer \[sn_order_case.report_viewer\] | Report viewer role for the Order Case and Order Case Line tables. This role can view reports for order cases. |   |
| sn_order_case.navigation_menu | Provides access to Order case navigation menus. |   |
| sn_caseline_characteristic.viewer | Provides read access to case line characteristic records if the user has access to the case line items. |   |
| sn_caseline_characteristic.creator | Provides create access to case line characteristic records if the user has access to the case line items. | sn_caseline_characteristic.viewer |
| sn_caseline_characteristic.writer | Provides update access to case line characteristic records if the user has access to the case line items. | sn_caseline_characteristic.viewer |
| sn_caseline_characteristic.delete | Provides delete access to case line characteristic records if the user has access to the case line items. | sn_caseline_characteristic.viewer |
| sn_caseline_characteristic.report_viewer | Report viewer role for the Case Line Characteristic table. |   |
| Case task agent \[sn_customerservice.case_task_agent\] | This role provides access to case tasks and related case information. For the Order Operations Case Management application, when a case line task is assigned to a case task agent, that agent has read access to the following records: * Order case * Order case line item * Case line characteristic {#csm-case-mgmt-order-ops-install-comp__ul_l1k_mzs_tcc} When a case line task is assigned to a case task agent, the agent's name and assignment group are added to the Contributor Users and Contributor Groups fields on the Order case record. If the Assigned to field on the case line task record changes, these fields are updated. | * sn_customerservice.customer_data_viewer * sn_customerservice.csm_workspace_user * sn_customerservice.case_contributor_editor {#csm-case-mgmt-order-ops-install-comp__ul_n3t_hwx_tcc} |
[Table 3. Order Operations Case Management roles]

{#csm-case-mgmt-order-ops-install-comp__table_nfd_kkj_jcc}

## Service definitions and service definition categories {#csm-case-mgmt-order-ops-install-comp__section_dy2_pkw_tcc}

The Order Operations Case Management application provides the following order case service definitions. These service definitions belong to the Orders service definition category, which stores services for order-related issues. When creating a case, agents can select the desired service definition in the [case type selector](https://servicenow-prod.fluidtopics.net/B1me8IfEL7ejmMKjQLna5w "The case type selector enables customer service agents to quickly and easily create the right kind of case for a contact or consumer by selecting from a list of available case types or services.").  
Note:  
The system administrator needs to activate these service definitions. Navigate to AllCustomer ServiceAdministrationService Definitions and filter the list to show service definitions from the Order Case \[sn_order_case\] table.  
For more information about service definitions and categories, see the following topics:

* [Service definitions](https://servicenow-prod.fluidtopics.net/VpI1JuCsxrxxj8qAslUJ1w "Use service definitions to create connections between products, services, and case types. Customers can use these definitions to quickly discover and request the services they need. Agents can use these definitions to create cases of the right type to support those service requests.")
* [Service definition categories](https://servicenow-prod.fluidtopics.net/VpI1JuCsxrxxj8qAslUJ1w#csm-service-definitions__section_e5p_mzw_jzb)

{#csm-case-mgmt-order-ops-install-comp__ul_yyl_flw_tcc}{#csm-case-mgmt-order-ops-install-comp__table_xwk_wkw_tcc__entry__2}

| Service definition | Description |
|-|-|
| Sales Order Change Request | Request a change to sales order lines on a single order or multiple sales orders. * Type: Post Sales * Table: Order Case \[sn_order_case\] * Products: All * Service definition category: Orders {#csm-case-mgmt-order-ops-install-comp__ul_mb1_ywk_tcc} |
| Sales Order Dispute | Dispute an entire order or specific order lines on an order. * Type: Post Sales * Table: Order Case \[sn_order_case\] * Products: All * Service Definition Category: Orders {#csm-case-mgmt-order-ops-install-comp__ul_ijv_fxk_tcc} |
[Table 4. Order case service definitions]

{#csm-case-mgmt-order-ops-install-comp__table_xwk_wkw_tcc}

## Special handling notes configuration {#csm-case-mgmt-order-ops-install-comp__section_sr3_5yk_tcc}

The Order Operations Case Management application includes a configuration for special handling notes on the Order Case table \[sn_order_case\]. To view this record, navigate to Special Handling NotesConfiguration.  
The configuration for the Order Case table includes the following related fields:

* Account
* Contact
* Product Model
* Sold Product
* Install Base
* Assigned to
{#csm-case-mgmt-order-ops-install-comp__ul_jwf_czk_tcc}  
This configuration includes a condition that creates special handling notes for order cases that have a priority of P1 - Critical. It also includes the following information:

* Short description: Urgent issue reported.
* Message: This case is set as critical. Follow up immediately.
{#csm-case-mgmt-order-ops-install-comp__ul_esz_2gp_2dc}

For more information, see [Special handling notes](https://servicenow-prod.fluidtopics.net/HdBf~40wgYdCGpwLiOq5SQ "The Special Handling Notes application enables you to create notes that bring important information about individual records, such as a case or account record, to the user's attention.").

## Order case archive rules {#csm-case-mgmt-order-ops-install-comp__section_j2q_pkk_tcc}

The Order Operations Case Management application includes archive rules that archive older order cases.  
{#csm-case-mgmt-order-ops-install-comp__table_bmp_vgp_2dc__entry__2}

| Archive rule | Description |
|-|-|
| Archive Order Case | This rule archives order case records that have been closed for more than 2 years. Archiving these order case records also archives the following records: * Order case tasks * Order case lines * Case line characteristics * Order case line tasks {#csm-case-mgmt-order-ops-install-comp__ul_wkm_5kk_tcc} |
| Archive Order Case Line | This rule archives order case line records that have been closed for more than 2 years. Archiving these order case records also archives the following records: * Case line characteristics * Order case line tasks {#csm-case-mgmt-order-ops-install-comp__ul_x2c_q3p_2dc} |
[Table 5. Order Operations Case Management archive rules]

{#csm-case-mgmt-order-ops-install-comp__table_bmp_vgp_2dc}  
Order case records that have been archived for more than 5 years are deleted. Deleting these records also deletes the following records:

* Order case tasks
* Order case line items
* Case line characteristics
* Order case line tasks
{#csm-case-mgmt-order-ops-install-comp__ul_ajt_dlk_tcc}

## Order case workflows {#csm-case-mgmt-order-ops-install-comp__section_e3y_hr2_5cc}

The Order Operations Case Management application includes subflows that provide the mapping between a customer order and an order case. These subflows are used when an agent creates an order case from a customer order.  
These subflows create the data mapping between two different entities: 1) the customer order and 2) the order case. For example, when mapping a customer order to order case line items, the entities share some fields such as Account, Contact, and Contract. The data mapping copies these field values from the customer order to the order case line items on the order case.

* If an order case is created by selecting Create case from a customer order:
  * The Scope of request is set to Multiple orders.
  * The mapping copies the data from the selected order headers to create order case line items.
  {#csm-case-mgmt-order-ops-install-comp__ul_erw_3wx_fdc}
* If an order case is created by selecting Create case from the Order Line Items list on a customer order.
  * The Scope of request is set to Specific line items, Single order.
  * The mapping copies the data from selected order lines to create case line items as well as copies the order line characteristics to case line item characteristics.
  {#csm-case-mgmt-order-ops-install-comp__ul_k1y_kwx_fdc}
{#csm-case-mgmt-order-ops-install-comp__ul_fds_fwx_fdc}  
Subflows:

* Primitives - Order to order case for multiple request
  * Inputs: Order IDs, Order Case ID
  * Action: Create Case Line Item - Multiple RequestCreates an order case line item on the order case based on the customer order.

  {#csm-case-mgmt-order-ops-install-comp__ul_vx3_xt2_5cc}
* Primitives - Order to order case for single request
  * Inputs: Order ID, Order Case ID, Selected IDs
  * Action: Create Case Line Item - Single RequestCreates order case line items based on the selected order line items from the customer order.

  {#csm-case-mgmt-order-ops-install-comp__ul_l1x_152_5cc}
{#csm-case-mgmt-order-ops-install-comp__ul_sv2_kt2_5cc}

To view these subflows, navigate to AllProcess AutomationWorkflow Studio and select Subflows on the Workflow Studio homepage.

*[\>]: and then