Case task type selector

Release version: Yokohama

Updated January 30, 2025

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Summary of Case task type selector

The case task type selector is a component designed to help customer service agents efficiently create the appropriate types of tasks while working on cases in ServiceNow. It enables agents to select relevant services and generate case tasks tailored to those services. The options available in the selector vary depending on the context from which the case task is created.

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How Agents Create Case Tasks

From a case task list: Agents can select a service from all related services where the target table is Case Task [sncustomerservicetask] or its extensions.
From a case record’s Tasks related list tab: The Service field is auto-filled with the case’s service, and the selector lists task services related to that service. If no case service exists, it defaults to all related services targeting the Case Task table.
From the Dynamic Related Records component (+ icon on related records task list): The selector shows task services related to the case service and other related services targeting the Case Task table and its extensions.
From a case playbook stage (Create Task): The Service field auto-fills with the case service, listing related task services.
From the activity viewer (Create Task): Similar to the playbook stage, the Service field auto-fills, and related task services are listed.

Configuration and Management

Service definitions and their relationships for cases and case tasks are created and managed by system administrators, service definition managers, and service definition admins. These definitions can include logic and default field values that are applied when case tasks are created, enabling streamlined and consistent task creation aligned with business rules.

Note that some declarative actions related to case types and task types provided by the Customer Service Case Types plugin are disabled by default and may require configuration.

Benefits for ServiceNow Customers

Ensures agents create case tasks that are accurately aligned with the case’s service context.
Simplifies task creation by auto-filling service-related fields where applicable.
Supports multiple entry points for task creation, fitting various agent workflows.
Allows administrators to tailor task creation through service definition configurations, improving process consistency and efficiency.

The case task type selector is a component that provides customer service agents with a way to create the right types of tasks while working on cases.

Using the case task type selector, agents can select services and create case tasks specifically for those services. The selections that an agent can make within the case task type selector depends on where they create a case task from.

Table 1. Case Type Task Selector Options
When an agent creates a case task from a case task list, they can select a service in the case task type selector.	Figure 1. Case task type selector (case task list view)
When an agent creates a case task from a case record, the case task type selector shows related services based on the case type.	Figure 2. Case task type selector (case record view)

An agent working on a case or a case type can create case tasks in the following ways.

Table 2. How to create case tasks

Select New from a case task list	The Service task field on the case task type selector shows all of the related services where the target table is Case Task [sn_customerservice_task] and extensions of Case Task.
Select New from the Tasks related list tab on a case record	The Service field is auto-filled with the case service. The Case task service field lists the task services related to the case service. If the case has no service, the Service task field shows all of the related services where the target table is Case Task [sn_customerservice_task] and extensions of Case Task.
Select the + icon on the related records task list in the Dynamic Related Records component	The Case task service field on the case task type selector shows the following services: The task services related to the case service. The related services where the service target table is Case Task and extensions of Case Task.
Select Create Task in a case playbook stage	The Service field is auto-filled with the case service. The Case task service field lists the task services related to the case service.
Select Create Task in the activity viewer	The Service field is auto-filled with the case service. The Case task service field lists the task services related to the case service.

Some declarative actions available with the Customer Service Case Types plugin are disabled by default. For more information, see Configure case type and case task type declarative actions.

Configuring service definitions for cases and case tasks

The system administrator creates the service definitions for cases and case tasks, along with their relationships. The service definition manager and service definition admin can also create these service definitions and relationships.

For case task service definitions, the system administrator can include logic and default field values that the system uses when creating the case tasks. For more information, see Configuring service definitions.