Case form related lists

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Case form related lists

    The Case form in ServiceNow’s Customer Service Management includes various related lists that help agents store and manage detailed case information. These related lists enable agents to perform key case-related tasks efficiently by providing quick access to associated records and activities.

    Show full answer Show less

    Key Features

    • SLAs: Displays service level agreements linked to the case to track compliance and deadlines.
    • Tasks: Lists tasks created by agents or managers for the case. Task creation and status changes are logged in the case Activity field. Task numbers use prefixes CSTASK (new) or TASK (existing, pre-New York release).
    • Phone: Logs incoming and outgoing phone calls related to the case.
    • Appointments: Shows appointments made to resolve the case. Appointment creation is recorded in Activity, and notifications are emailed to attendees.
    • Emails: Captures emails sent and received within the case context. Agents can send updates or inquiries directly from the case. Case state changes trigger automatic customer emails. Customers can also create and update cases via email.
    • Problems: Lists problems associated with the case.
    • Work Orders: Displays work orders generated for the case.
    • Social Logs: Tracks customer communications via social media, including user profiles and conversation URLs for easy access.
    • Attached Knowledge: Shows knowledge articles linked as proposed solutions.
    • Knowledge Gaps: Contains feedback tasks created when gaps in knowledge are identified.
    • Escalations: Lists escalation records related to the case.
    • Child Cases: Displays any child cases tied to the parent case.
    • Requests: Lists requests associated with the case.
    • Blocked by: Shows blocking tasks impacting the case resolution.
    • Related Parties: Lists contacts or consumers linked to the case.

    Key Outcomes

    By utilizing these related lists, ServiceNow customers can gain a comprehensive view of all elements impacting a case’s resolution. Agents can track progress, communicate effectively with customers and internal teams, and ensure all relevant information and actions are documented. This holistic approach supports faster, more informed case handling and improved customer service outcomes.

    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.