Case Lines and Workflows
Summarize
Summary of Case Lines and Workflows
The Case Lines and Workflows application enhances case management by allowing agents to reference and manage multiple line items within a single case record. This functionality is essential for handling complex cases that involve multiple related issues, such as orders or contracts, within one unified case.
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For example, the Orders case type in the Order Operations Case Management application uses this framework to let agents track several orders or order lines under one case. Each case line item corresponds to a distinct entity—like an order line or invoice line—and supports independent resolution processes.
Key Features
- Support for multiple case line items per case, with each item representing an individual related issue to be tracked and resolved separately.
- Flexibility to handle different types of line items sourced from orders, order lines, invoices, invoice lines, contracts, and sold products.
- Ability for agents to take varied actions and resolve case line items independently before closing the overall case.
- Access to a dedicated Case Line Items list view within the Core UI to manage and track these line items efficiently.
- Extension capability for product instances to various entities, enhancing adaptability across different case types.
Benefits for ServiceNow Customers
- Identify incomplete order fulfillment and suggest alternative items to customers.
- Manage in-flight and customer-initiated order changes such as item substitutions, quantity adjustments, or ship date modifications.
- Handle order exceptions effectively, including approval workflows and fulfillment tracking.
- Facilitate supplier management by creating supplier cases for queries related to quantity changes, quality issues, or order status updates.
Implementation Details
The application (com.sncaseline) extends the Case table to store multiple line items and includes relevant tables and roles to support this functionality. Users can access the Case Line Items list via All > Customer Service > Cases > All Line Items in the ServiceNow Core UI.
The Case Lines and Workflows application is available on the ServiceNow Store, where customers can find additional information and request the app for their instance.
The Case lines and workflows application provides the ability to reference multiple line items on a case record. Agents can use these line items to capture, track, and resolve multiple related issues in a single case.
The Case lines and workflows application provides the framework for a case type to handle multiple related issues. One example is the Orders case type available with the Order Operations Case Management application. This case type enables agents to create cases with case line items for multiple orders or for multiple order lines within a single order.
Case line items enable agents to track multiple issues for the same case. Agents can resolve these different issues, represented by case line items, independently before resolving and closing the case. Agents can take different actions on different case line items depending on the need.
This application supports different types of line items based on the source of the case. These line items can include entities such as orders or order lines, invoices or invoices lines, contracts, and sold products. Each case line item maps to an entity line (for example, an order line) and has its own resolution process.
Benefits of using case line items
- Identify when an order cannot be filled completely and recommend alternative items.
- Process inflight order changes and customer-initiated changes, such as changes to items, quantities, or requested ship dates.
- Process order exceptions and manage the approval and fulfillment process.
- Manage suppliers by creating supplier cases for order-related questions, such as increasing or decreasing quantity, quality issues, or status tracking.
Case lines and workflows plugin
The Case lines and workflows application (com.sn_case_line) enables the Case table to store multiple line items on a case record. These line items are product instances and can be extended for various entities such as orders, order lines, invoices, invoice lines, and contracts.
The case lines and workflows application includes a Case Line Items list view in the Core UI. To access the Case Line Items list, navigate to .
The Case lines and workflows application application also includes tables and roles. For more information, see Components installed with Case lines and workflows.
The Case lines and workflows application is available from the ServiceNow Store.
Request apps on the Store
Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.