Create a new Case Type

[Richard T]

Hi

We are looking to create a new case type as part of our Customer service setup.

One thing we don't want to happen though is for the new cases types to show in the main CSM lists but I cant see to find out of this would happen or not.

Basically we we would want our new cases type ( prefix CW) to be completely separate form the existing cases  (CS)

Cheers

Richard

[Kjetil Kaarstei]

Hi Richard,

Ootb box this will happen.

If the user don't have access to the new case type they will"show" up in the list.

On example for an user that don't have access to a case type.

The recommendation from ServiceNow is to move from Old case type and create two new tables.

I have attached a whitepaper that describe how Sn recommend setup of Case type.  

[Heera Mukundan1]

Hi Richard,

Cant we try query business rule running for customers to exclude the new case types to be available on portal?

Thanks,

Heera