From where an agent can create a case?

[Rita A]

Customer service application, Chat, Account, Contact.

I am sure that from Customer service app and from a chat, it is in the documentation. But which is the third one? And why every test practice suggests cust.ser.app, an account and a contact and not the chat? It is so confusing. And a book mentions all of them 😲  

[Runjay Patel · Accepted solution]

Hi @Rita A ,

An agent can create a case from several interfaces depending on the platform configuration and the modules enabled.

Check below some point from there agent can create case.

1. Agent Workspace
2. Service Operations Workspace (if enabled)
3. Case Application from the Navigation
4. From the Customer Service Portal
5. From Related Records
6. Via Email (Email Inbound Actions)
7. From the Mobile App
8. Via API (For Integrations)

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Regards
Runjay Patel - ServiceNow Solution Architect
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LinkedIn: https://www.linkedin.com/in/runjay

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[linoyv691904179]

How can a user create a case using the mobile app?

[HabeebAjibS]

I believe a easy way to create a case using the mobile App is to

Open the ServiceNow mobile App on your device.
Find the "Create" Option and look for sections like "Request something," "Service Catalog," "Help," or a "+" icon to add a new record.
Select your need and browse or search for the type of request you have (e.g., "Report an Issue," "Request Software").
Fill out the form section by completing the required fields (Subject, Description, Category, etc.).

Then click Submit or Next to create your case/incident.

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If you found my response helpful, please consider selecting "Accept as Solution" and marking it as "Helpful." This not only supports me but also benefits the community.