Case form related lists

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Case Form Related Lists

    The Case form in ServiceNow includes various related lists that support agents in managing case-related tasks efficiently. These lists capture essential information and actions taken throughout the case lifecycle, enhancing the overall customer service experience.

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    Key Features

    • SLAs: Displays service level agreements associated with the case.
    • Tasks: Lists tasks created for the case, with task numbers prefixed appropriately (CSTASK for new tasks post-New York release, TASK for existing tasks).
    • Phone: Logs all incoming and outgoing calls related to the case.
    • Appointments: Tracks appointments made by agents, including email notifications sent to participants.
    • Emails: Maintains a log of all emails sent or received during case resolution, including automatic updates to customers.
    • Problems: Lists problems that are associated with the case.
    • Work Orders: Displays work orders created for the case.
    • Social Logs: Captures communication through social media, including profiles and conversation URLs.
    • Attached Knowledge: Shows knowledge articles linked as solutions for the case.
    • Knowledge Gaps: Lists feedback tasks created for reported knowledge gaps.
    • Escalations: Contains related escalation records for the case.
    • Child Cases: Lists any associated child cases.
    • Requests: Displays requests related to the case.
    • Blocked by: Lists any blocking tasks associated with the case.
    • Related Parties: Displays contacts or consumers associated with the case.

    Key Outcomes

    By utilizing these related lists, ServiceNow customers can effectively track and manage all aspects of a case, ensuring timely communication and resolution. This structured approach helps improve case handling efficiency and enhances customer satisfaction.

    The Case form includes related lists that store case information and that agents can use to perform case-related tasks.

    Table 1. Customer service case form related lists
    Related List Description
    SLAs The service level agreements that are associated with this case.
    Tasks Tasks that have been created for this case by the customer service agent or agent manager. When you create a task or change the state of a task, the information is recorded in the case Activity field.
    When you create a case task, the system generates a task number with a prefix. Following upgrade to the New York release:
    • New case tasks use the CSTASK prefix.
    • Existing tasks, regardless of state, use the TASK prefix.
    Phone The case phone log. A list of incoming or outgoing phone calls associated with this case.
    Appointments Appointments that the customer service agent makes with the customer or others as part of resolving this case.

    When you create an appointment, an appointment creation message is recorded in the case Activity field. The user selected in the To field on the appointment form receives an email with the appointment details.
    Emails The case email log. A list of the emails that are sent or received as part of resolving this case.

    The customer service agent or agent manager can send email from within the case, such as updates and inquiries to customers or other employees. A change in the state of the case triggers an automatic email to be sent to the customer.

    Customer contacts can create and update cases by email as well as receive updates from customer service agents.
    Problems A list of problems related to this case.
    Work Orders A list of work orders created for this case.
    Social Logs A list of the communication with customers or consumers that takes place through social media channels. The Social Log form includes the Social Profile of the user that created the communication and the Social URL for the conversation. Click the URL to open the conversation in a new tab.
    Attached Knowledge Knowledge articles attached as a proposed solution to the case.
    Knowledge Gaps Feedback tasks that are created when a knowledge gap is reported.
    Escalations A list of escalation records that are related to this case.
    Child Cases A list of child cases associated with this case
    Requests A list of requests associated with this case.
    Blocked by A list of blocking tasks that have been created for this case.
    Related Parties A list of related parties, such as contacts or consumers added to the case.