---
sourceDocument: Xanadu Financial Services Operations
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/financial-services-operations

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Financial Services Operations

ft:clusterId :

    - finso

bundleId :

    - finso

workflow :

    - Customer and Industry


---

# Creating FSO Case Types

# Creating FSO Case Types {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 22, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

If you need a new case type that can't be extended from an existing application, you can create one by extending the FSO Base Case (sn_bom_case) table.

Creating a case type involves creating roles, modules, workspaces, and other required entities. For additional information on case types, see [Customer Service Case Types](https://www.servicenow.com/docs/access?context=customer-service-case-types&version=xanadu&pubname=xanadu-customer-service-management&ft:locale=en-US).  
Here's a list of questions that you may consider when evaluating whether you must create a case type in FSO. This isn't an exhaustive list, and you should conduct further analysis based on your individual requirements and use cases.

* Should you use a service definition instead of a new case type?
* Does an application exist that you can use for your use case?
* Which base FSO case type should you extend when creating the case type?
* Does the service request have different processes across departments, business units, or products?
* Do the new processes differ from the existing process's state model?
* Is there a noticeable attribute difference between different services that must be captured?
* Does each business unit or team interact with a different set of backend systems to resolve the case?
* Do the access requirements differ considerably from the existing use case?
* Must a particular process be improved in the long run using process optimization?
* Are there future scalability requirements?
* Change management considerations -- if multiple teams are involved, does sharing intake forms and workflows increase the complexity of the change management process?
{#fso-int_guide-creating-new-fso-case-types__ul_ddn_rnc_mcc}

## Example scenario {#fso-int_guide-creating-new-fso-case-types__section_dh1_dr1_4cc}

When implementing, for example, ACH payment disputes, you may want to create a new case type as it may impact one or more of the following:

* The process and tasks required to resolve an ACH dispute may be different from card disputes
* The attributes needed to capture the ACH disputes
* Different teams processing disputes that have differing access and training requirements
{#fso-int_guide-creating-new-fso-case-types__ul_zbp_3s1_4cc}