case type not automatically populating in servicedefinition in csm.

[ishamca01]

Hi, I have created a Service Definition in ServiceNow CSM. I also created a custom Case Type using the platform’s Table feature.

However, when I create or update the Service Definition and select the custom Case Type table, the Case Type field remains blank even though there is already an OOB Before Insert/Update Business Rule that should automatically populate it.

Could someone help me understand why the Case Type is not being populated automatically?

What should I check to troubleshoot this issue?

[Sharath Chandra]

Seems like you did not create a "Case type". Follow the steps here: https://www.servicenow.com/docs/r/customer-service-management/customer-service-case-type-form.html