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 New York Customer Service Management Customer Service Management Customer Service Management Manage customer service cases Agent tasks Create a customer service case

    Create a customer service case

    • 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

    Create a customer service case

    Customer service agents and agent managers can create a case from the Customer Service Management application.

    Before you begin

    Role required: sn_customerservice_agent, sn_customerservice_manager, or admin

    Procedure

    1. Navigate to Customer Service > Cases > Create New.
      You can also click New from the Customer Service Cases list or click the Create New Case related link on several of the entity forms.
    2. Fill in as many fields on the Create Case form as you can.
      Table 1. Create Case form (Customer Service Management application)
      Field Description
      Number The automatically assigned case number.
      Channel The method by which the customer initiated contact and the case was opened.
      • Web (default)
      • Phone
      • Email
      • Chat
      • Social
      Contact Local Time The local time of the contact assigned to the case.

      It is automatically filled according to the time zone set on the Contact form. If no time zone is set on the Contact form, it is filled according to the Contact Timezone set on the case itself.

      If no time zone is set on the Contact form or in the case, the field is left blank and is read-only.

      If a case is closed or canceled, the Contact Local Time field is hidden.

      Note: Configure the form layout to add this field to the Case form.
      Contact time zone The contact time zone if the customer is working in a different time zone for the case. It overrides the Contact form time zone.

      If no contact local time or contact time zone is set, the instance time zone is displayed.

      Once the case is created, the field is read-only.

      Note: Configure the form layout to add this field to the Case form.
      Account The name of the company associated with this case.

      If you select a contact in the Contact field, this field is auto-filled if the account information is available in the contact record.

      Contact The name of the customer contact for this case.
      Product The product model of the asset. A model is a specific version or configuration of an asset (for example, Apple Mac Book Pro).

      If you select an asset in the Asset field, this field is auto-filled if the associated product information is available in the asset record. A product may be associated with multiple assets.

      Asset The asset tag number or the serial number of the asset associated with this case.
      Partner Contact The name of the partner contact for this case.

      If you select a partner in the Partner field, the list of available partner contacts is based on this selection.

      Follow the sun A check box to indicate that a case should be handed-off for global follow-up.

      If a customer enters additional comments on a Priority 1 - Critical or a Priority 2 - High case, or if the case is escalated, the flag is automatically selected.

      You can also manually select the check box.

      The activity stream on the case form is updated with any changes.

      Note: Enable the Follow the sun check box on the Customer Service case form by setting the value of the property sn_customerservice.FTS_flag_enabled to true. Configure the form layout to add this field to the Case form.
      Short description A brief description of the customer question, issue, or problem.
      Opened The date and time that the case was opened.
      Priority The assigned priority:
      • 1 - Critical
      • 2 - High
      • 3 - Moderate
      • 4 - Low (default)
      Assignment group The assigned customer service agent group.
      Assigned to The assigned agent. This field displays all users with the sn_customerservice_manager and sn_customerservice_agent roles.

      If a group is selected in the Assignment group field, the assigned agent must belong to this group.

      Assigned on The data and time when the case is assigned.

      This field is updated when a user is added or changed in the Assigned to field.

      Contract The contract number associated with this case.

      If you selected an asset in the Asset field, the Contract field displays those contracts that include a line item for that asset.

      Entitlement The service entitlement associated with this case.

      The available entitlements are filtered by the settings in the Account, Contract, Product, Asset, and Channel fields.

      If only one entitlement is available for this case, it is automatically added to the Entitlement field.

      Partner The name of the partner for this case.
    3. Click Submit.
      If available, the following information is associated with a newly created case:
      • The name of the contact and the contact's company
      • The product and contract details
      • The SLA and entitlements
    Related tasks
    • Assign a customer service case
    • Respond to a customer chat request
    • Respond to a consumer chat request
    • Create a customer service case from a chat
    • Create a consumer case from an anonymous chat
    • Create a consumer record from an anonymous chat
    • Create a work order for a customer service case
    • Create a consumer case from a chat
    • Create a consumer record
    • Create additional consumer addresses
    • Manage a proactive case created from an alert
    • Send email responses directly from cases
    • Create a request on behalf of a customer or consumer
    • Initiate a conference call from a case
    • Resolve cases with knowledge and community content
    • Report a knowledge gap
    • Update a special handling note
    • Close a customer service case
    Related concepts
    • Responding to cases using predefined email quick messages
    • List and form views by agent role

    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

      Create a customer service case

      • 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

      Create a customer service case

      Customer service agents and agent managers can create a case from the Customer Service Management application.

      Before you begin

      Role required: sn_customerservice_agent, sn_customerservice_manager, or admin

      Procedure

      1. Navigate to Customer Service > Cases > Create New.
        You can also click New from the Customer Service Cases list or click the Create New Case related link on several of the entity forms.
      2. Fill in as many fields on the Create Case form as you can.
        Table 1. Create Case form (Customer Service Management application)
        Field Description
        Number The automatically assigned case number.
        Channel The method by which the customer initiated contact and the case was opened.
        • Web (default)
        • Phone
        • Email
        • Chat
        • Social
        Contact Local Time The local time of the contact assigned to the case.

        It is automatically filled according to the time zone set on the Contact form. If no time zone is set on the Contact form, it is filled according to the Contact Timezone set on the case itself.

        If no time zone is set on the Contact form or in the case, the field is left blank and is read-only.

        If a case is closed or canceled, the Contact Local Time field is hidden.

        Note: Configure the form layout to add this field to the Case form.
        Contact time zone The contact time zone if the customer is working in a different time zone for the case. It overrides the Contact form time zone.

        If no contact local time or contact time zone is set, the instance time zone is displayed.

        Once the case is created, the field is read-only.

        Note: Configure the form layout to add this field to the Case form.
        Account The name of the company associated with this case.

        If you select a contact in the Contact field, this field is auto-filled if the account information is available in the contact record.

        Contact The name of the customer contact for this case.
        Product The product model of the asset. A model is a specific version or configuration of an asset (for example, Apple Mac Book Pro).

        If you select an asset in the Asset field, this field is auto-filled if the associated product information is available in the asset record. A product may be associated with multiple assets.

        Asset The asset tag number or the serial number of the asset associated with this case.
        Partner Contact The name of the partner contact for this case.

        If you select a partner in the Partner field, the list of available partner contacts is based on this selection.

        Follow the sun A check box to indicate that a case should be handed-off for global follow-up.

        If a customer enters additional comments on a Priority 1 - Critical or a Priority 2 - High case, or if the case is escalated, the flag is automatically selected.

        You can also manually select the check box.

        The activity stream on the case form is updated with any changes.

        Note: Enable the Follow the sun check box on the Customer Service case form by setting the value of the property sn_customerservice.FTS_flag_enabled to true. Configure the form layout to add this field to the Case form.
        Short description A brief description of the customer question, issue, or problem.
        Opened The date and time that the case was opened.
        Priority The assigned priority:
        • 1 - Critical
        • 2 - High
        • 3 - Moderate
        • 4 - Low (default)
        Assignment group The assigned customer service agent group.
        Assigned to The assigned agent. This field displays all users with the sn_customerservice_manager and sn_customerservice_agent roles.

        If a group is selected in the Assignment group field, the assigned agent must belong to this group.

        Assigned on The data and time when the case is assigned.

        This field is updated when a user is added or changed in the Assigned to field.

        Contract The contract number associated with this case.

        If you selected an asset in the Asset field, the Contract field displays those contracts that include a line item for that asset.

        Entitlement The service entitlement associated with this case.

        The available entitlements are filtered by the settings in the Account, Contract, Product, Asset, and Channel fields.

        If only one entitlement is available for this case, it is automatically added to the Entitlement field.

        Partner The name of the partner for this case.
      3. Click Submit.
        If available, the following information is associated with a newly created case:
        • The name of the contact and the contact's company
        • The product and contract details
        • The SLA and entitlements
      Related tasks
      • Assign a customer service case
      • Respond to a customer chat request
      • Respond to a consumer chat request
      • Create a customer service case from a chat
      • Create a consumer case from an anonymous chat
      • Create a consumer record from an anonymous chat
      • Create a work order for a customer service case
      • Create a consumer case from a chat
      • Create a consumer record
      • Create additional consumer addresses
      • Manage a proactive case created from an alert
      • Send email responses directly from cases
      • Create a request on behalf of a customer or consumer
      • Initiate a conference call from a case
      • Resolve cases with knowledge and community content
      • Report a knowledge gap
      • Update a special handling note
      • Close a customer service case
      Related concepts
      • Responding to cases using predefined email quick messages
      • List and form views by agent role

      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