Product documentation Docs
    • English
    • Deutsch
    • 日本語
    • 한국어
    • Français
  • More Sites
    • Now Community
    • Developer Site
    • Knowledge Base
    • Product Information
    • ServiceNow.com
    • Training
    • Customer Success Center
    • ServiceNow Support Videos
  • Log in

Product documentation

  • Home
How search works:
  • Punctuation and capital letters are ignored
  • Special characters like underscores (_) are removed
  • Known synonyms are applied
  • The most relevant topics (based on weighting and matching to search terms) are listed first in search results
Topics are ranked in search results by how closely they match your search terms
  • A match on the entire phrase you typed
  • A match on part of the phrase you typed
  • A match on ALL of the terms in the phrase you typed
  • A match on ANY of the terms in the phrase you typed

Note: Matches in titles are always highly ranked.

  • Release version
    Table of Contents
    • Customer Service Management
Table of Contents
Choose your release version
    Home Madrid Customer Service Management Customer Service Management Customer Service Management Create and resolve customer service cases Customer service case form Customer service cases list

    Customer service cases list

    • Save as PDF Selected topic Topic & subtopics All topics in contents
    • Unsubscribe Log in to subscribe to topics and get notified when content changes.
    • Share this page

    Customer service cases list

    The Cases list displays a list of customer service cases for the current user.

    Users with the sn_customerservice_agent or sn_customerservice_manager roles can view the Cases list in the Customer Service Management application. The default view of the Cases list includes the following columns:
    • Number
    • Short description
    • Contact
    • Account
    • Channel
    • State
    • Priority
    • Assigned to
    • Updated
    • Case Report (add a column to access this table if needed)
    External customers can view a list of cases from the customer portal. For external users with the sn_customerservice.customer or sn_customerservice.customer_admin roles, the Cases list displays a subset of case information, including:
    • Number
    • Short description
    • Product
    • Priority
    • State
    • Updated
    For external users with the sn_customerservice.partner or sn_customerservice.partner_admin roles, the Account column is also displayed.

    The cases included in this list are determined by user role.

    User Role Cases Included in Case List
    sn_customerservice_admin, sn_customerservice_manager, sn_customerservice_agent All cases
    sn_customerservice.customer
    • Cases opened by the customer
    • Cases opened by an agent for the customer
    sn_customerservice.customer_admin Cases opened for the same account as the customer admin's account
    sn_customerservice.partner
    • Cases opened by the partner
    • Cases opened by an agent for the partner
    • Cases opened for the same account
    • Cases opened from a partner account
    sn_customerservice.partner_admin
    • Cases opened for the same account
    • Cases opened for the partner admin's account

    Tags:

    Feedback
    On this page

    Previous topic

    Next topic

    • Contact Us
    • Careers
    • Terms of Use
    • Privacy Statement
    • Sitemap
    • © ServiceNow. All rights reserved.

    Release version
    Choose your release version

      Customer service cases list

      • Save as PDF Selected topic Topic & subtopics All topics in contents
      • Unsubscribe Log in to subscribe to topics and get notified when content changes.
      • Share this page

      Customer service cases list

      The Cases list displays a list of customer service cases for the current user.

      Users with the sn_customerservice_agent or sn_customerservice_manager roles can view the Cases list in the Customer Service Management application. The default view of the Cases list includes the following columns:
      • Number
      • Short description
      • Contact
      • Account
      • Channel
      • State
      • Priority
      • Assigned to
      • Updated
      • Case Report (add a column to access this table if needed)
      External customers can view a list of cases from the customer portal. For external users with the sn_customerservice.customer or sn_customerservice.customer_admin roles, the Cases list displays a subset of case information, including:
      • Number
      • Short description
      • Product
      • Priority
      • State
      • Updated
      For external users with the sn_customerservice.partner or sn_customerservice.partner_admin roles, the Account column is also displayed.

      The cases included in this list are determined by user role.

      User Role Cases Included in Case List
      sn_customerservice_admin, sn_customerservice_manager, sn_customerservice_agent All cases
      sn_customerservice.customer
      • Cases opened by the customer
      • Cases opened by an agent for the customer
      sn_customerservice.customer_admin Cases opened for the same account as the customer admin's account
      sn_customerservice.partner
      • Cases opened by the partner
      • Cases opened by an agent for the partner
      • Cases opened for the same account
      • Cases opened from a partner account
      sn_customerservice.partner_admin
      • Cases opened for the same account
      • Cases opened for the partner admin's account

      Tags:

      Feedback

          Share this page

          Got it! Feel free to add a comment
          To share your product suggestions, visit the Idea Portal.
          Please let us know how to improve this content

          Check any that apply

          To share your product suggestions, visit the Idea Portal.
          Confirm

          We were unable to find "Coaching" in Jakarta. Would you like to search instead?

          No Yes
          • Contact Us
          • Careers
          • Terms of Use
          • Privacy Statement
          • Sitemap
          • © ServiceNow. All rights reserved.

          Subscribe Subscribed Unsubscribe Last updated: Tags: January February March April May June July August September October November December No Results Found Versions Search preferences successfully updated My release version successfully updated My release version successfully deleted An error has occurred. Please try again later. You have been unsubscribed from all topics. You are now subscribed to and will receive notifications if any changes are made to this page. You have been unsubscribed from this content Thank you for your feedback. Form temporarily unavailable. Please try again or contact  docfeedback@servicenow.com  to submit your comments. The topic you requested does not exist in the release. You were redirected to a related topic instead. The available release versions for this topic are listed There is no specific version for this documentation. Explore products Click to go to the page. Release notes and upgrades Click to open the dropdown menu. Delete Remove No selected version Reset This field is required You are already subscribed to this topic Attach screenshot The file you uploaded exceeds the allowed file size of 20MB. Please try again with a smaller file. Please complete the reCAPTCHA step to attach a screenshot
          Log in to personalize your search results and subscribe to topics
          No, thanks Login