How do i alter the Case Action Status rules

[Harika1]

Hi 

i have a requirement where i have to change the needs attention flag when user adds a comments on it. To do so i wanted to alter the case action status rules. I didn't find the case action status rules in my PDI.

Can any one guide me how to go to Case Action status rules and how do i alter them?

[Robin John · Accepted solution]

Hey Harika,

Could you confirm that you have the Customer Service Management plugin installed on your PDI? If that is not installed then you will not be able to navigate to the actionable case flows.

If you are new to ServiceNow then follow this to install CSM on you PDI

After that you can have further reading here on Actionable case flows

Hope this helps.