Creating case line items and case line tasks

  • Release version: Yokohama
  • Updated March 24, 2025
  • 2 minutes to read
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    Summary of Creating case line items and case line tasks

    ServiceNow agents can efficiently manage case details by creating case line items and associated tasks within cases. This functionality is available in both the CSM Configurable Workspace and the Core UI, enabling streamlined case management and task delegation.

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    Creating Case Line Items

    Agents create new case line items directly from an open case. In CSM Configurable Workspace, the New option on the Case Line list action bar opens a draft case line record. In Core UI, the New option on the Case Lines related list within the case record performs the same function.

    Key fields such as Account, Contact, Parent case, Priority, Assignment group, and Assigned to are automatically copied from the parent case to the new case line item form. Agents complete the remaining fields and submit the record.

    When a bundled product is added to a case line item, the system automatically creates individual case line items and characteristics for each bundle component upon saving.

    Creating Case Line Tasks

    For each case line item, agents can create related tasks via the Create case line task action. This opens a form pre-populated with case line details where agents enter additional information before saving the task. Created tasks are visible under the Tasks tab of the case line item record, facilitating task tracking and management.

    Case Line List Action Bar (CSM Configurable Workspace)

    The Case Line list action bar at the top of the Case Line list offers several actions to manage case lines:

    • New: Opens a new case line record in a separate tab for creation.
    • Add: Opens a modal to add existing case lines from related entities like orders or invoices.
    • Edit: Opens a panel to modify details of the selected case line.
    • Assign to me: Allows agents to assign the selected case line to themselves quickly.
    • Delete: Deletes the selected case line(s) after confirmation.

    These actions enable agents to create, modify, assign, and remove case line items efficiently within the workspace.

    Agents can create case line items for cases and create tasks for case line items.

    Creating case lines

    To create a case line record:
    1. Select New.
      • CSM Configurable Workspace: Open a case and select New on the Case Line list action bar to open a new case line record in the Draft state.
      • Core UI: Open a case and select New on the Case Lines related list on the case record to open a new case line record in the Draft state.
      The information in the following fields is copied from the parent case to the Case Line Item form:
      • Account
      • Contact
      • Parent case
      • Priority
      • Assignment group
      • Assigned to
    2. Fill in the fields on the Case Line Item form.

      For field descriptions, see Case line item form.

    3. Select Submit.

    If a bundled product is added to a case line item record, the system creates a case line item for each component in the bundle after the agent saves the new case line item record. The case line characteristics are also created for each component.

    Create a case line task

    The case line item record includes a Create case line task action that agents can use to create tasks for a case line item.
    1. Open a case line item record.
    2. Select Create case line task to open a Create new case line task form.

      Some fields on this form are auto populated with details from the Case line record.

    3. Enter additional information as needed.

      For field descriptions, see Case line task form.

    4. Select Save to create the case line task record.

      Case line tasks appear in the Tasks tab on the case line item record.

    Case Line list action bar

    In CSM Configurable Workspace, the Case Line list action bar appears at the top of the Case Line list component on a case record.

    Agents can add case lines from existing entities, such as orders or invoices, or create new case lines.
    • New: Opens a Create New Case Line record in a separate tab. Fill in the fields and select Save to add the case line to the list.
    • Add: Displays the Add lines to case modal. Select one or more lines and then select Add to add the selected case lines to the list.
    After selecting a case line, users can edit the case line details, assign a case line to themselves, or delete a case line.
    • Edit: Displays the details for the selected case line in a panel. Make the necessary changes and select Update at the bottom of the panel.
    • Assign to me: Assigns the selected case line to the current user.
    • Delete: Deletes the selected case line. Select Delete all in the confirmation pop-up window.