---
sourceDocument: Yokohama Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/customer-service-management

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Creating case line items and case line tasks

# Creating case line items and case line tasks {#ariaid-title1}

Release version: Yokohama  
Updated March 24, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
Agents can create case line items for cases and create tasks for case line items.

## Creating case lines {#csm-case-mgmt-case-lines-create-case-line__section_gzq_5wg_5cc}

To create a case line record:

1. Select New.  
   * CRM Workspace: Open a case and select New on the [Case Line list action bar](https://servicenow-prod.fluidtopics.net/Gi_OFXwS~_S5zh7k_PD2Lw#csm-case-mgmt-case-lines-create-case-line__section_h41_s1h_5cc) 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.
   {#csm-case-mgmt-case-lines-create-case-line__ul_tr3_xyg_5cc}  
   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
   {#csm-case-mgmt-case-lines-create-case-line__ul_wvv_cbz_fdc}
2. Fill in the fields on the Case Line Item form.For field descriptions, see [Case line item form](https://servicenow-prod.fluidtopics.net/BY1U_zxeJlPzwp305xmpFA "The case line item form displays details about a case line item on a case record.").

3. Select Submit.
{#csm-case-mgmt-case-lines-create-case-line__ol_xtv_vyz_t2c}

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 {#csm-case-mgmt-case-lines-create-case-line__section_el1_vfp_lcc}

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](https://servicenow-prod.fluidtopics.net/_yDUsub7RVyRjYnCPmHZXg "The case line task form displays details about a case line task associated with a case line item on a case record.").

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

   Case line tasks appear in the Tasks tab on the case line item record.
{#csm-case-mgmt-case-lines-create-case-line__ol_crl_qln_gdc}

## Case Line list action bar {#csm-case-mgmt-case-lines-create-case-line__section_h41_s1h_5cc}

In CRM 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.
{#csm-case-mgmt-case-lines-create-case-line__ul_d2m_ssy_tcc}  
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.
{#csm-case-mgmt-case-lines-create-case-line__ul_ot2_1vy_tcc}