Order Operations Case Management

  • Release version: Zurich
  • Updated July 31, 2025
  • 5 minutes to read
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    Summary of Order Operations Case Management

    The Order Operations Case Management application allows customer service agents to efficiently manage and resolve issues related to multiple customer orders or specific products within those orders. It supports creating and tracking order cases with multiple case line items, enabling agents to address different issues on the same order case independently before closing it. This application is ideal for handling various order-related requests such as quantity changes, expedited shipping, address updates, price discrepancies, incorrect items, and cancellations.

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    Key Features

    • Order Case Creation: Agents can initiate order cases from customer orders, order line items, interaction records, or directly from the Order Cases list view.
    • Case Line Items: Ability to add, edit, or remove multiple orders or order lines as case line items within a single order case to track individual issues.
    • Flexible Issue Management: Agents can create tasks, assign them to team members, and manage requests related to order lines independently.
    • Service Selection: Agents select relevant order-related services (e.g., Sales Order Change Request, Sales Order Dispute) during case creation for streamlined processing.
    • State Management: Cases start in a Draft state for editing and move to New state upon submission, allowing assignment and progress tracking of order cases.
    • Integration and Accessibility: Available in both Customer Service Management (CSM) Configurable Workspace and Core UI with dedicated list views and components.

    Key Outcomes

    By using Order Operations Case Management, ServiceNow customers can:

    • Effectively document and resolve complex order issues arising from inventory, payment, shipping, or customer changes.
    • Improve customer satisfaction by enabling agents to address multiple problems within a single order case while maintaining clear tracking and accountability.
    • Streamline collaboration through task assignment and detailed case line item management to ensure timely resolution.
    • Gain operational efficiency by leveraging preconfigured workflows and service definitions tailored for order management scenarios.
    • Maintain comprehensive records of order-related interactions, facilitating auditability and future reference.

    Practical Use

    Agents can create order cases to handle a variety of common order issues such as changes in quantity, delivery dates, shipping addresses, price discrepancies, wrong items, and cancellations. The application supports adding multiple orders or order lines to a single case, enabling granular issue tracking and resolution. Tasks can be created and assigned for specific case line items, promoting accountability and teamwork.

    Additional Information

    The application is available via the ServiceNow Store and includes essential tables, roles, and service definitions to support comprehensive order case management. It integrates seamlessly into existing ServiceNow environments, providing a robust solution for customer order support.

    The Order Operations Case Management application enables customer service agents to create cases for multiple customer orders or for specific products within an order.

    Figure 1. Order case page with Order Case Line list
    Order case page with customer and account information, SLA, and case details. Center panel displays the Order Case Line list. Page also includes the configurable side panel.

    The Order Operations Case Management application includes the Orders case type. This case type provides the ability to reference multiple orders or order lines as case line items on an order case record. By using case line items, agents can track multiple issues for the same order case and resolve the issues in each case line item independently before resolving and closing the order case.

    Use order cases to handle issues such as change order requests, including changes in ordered quantities or expedited shipping requests, or other order-related issues. With this application, agents can:
    • Create new order cases and add the requested orders or order lines to the case as case line items.
    • Add or remove orders or order lines from existing order cases.
    • Edit existing case line items or create new case line items for order cases.
    • Review the changes that have been requested on case line items.
    • Create tasks for case line items and assign them to other agents or team members.
    • Manage and track the requests and the actions taken to fulfill orders.
    • Resolve the individual case line items before resolving the case.

    Benefits of using order cases

    Businesses can encounter order issues for many reasons such as inventory discrepancies, payment processing problems, or shipping and delivery errors. Order issues can also result from customer input mistakes or changes in customer needs, such as faster shipping or quantity changes. The following table provides some examples of these issues and the resulting order cases.

    Table 1. Order case examples
    Reason Request/Issue Order case example
    Change in quantity A customer wants to increase or decrease the quantity of an item in their order. An order case is created to document the request and confirm stock availability.​
    Change in delivery date A customer requests to change the delivery date for their order. An order case is created to coordinate with logistics and confirm the new delivery schedule.​
    Change in address A customer needs to update the shipping address after placing the order.​ An order case is created to ensure the change is processed before shipping.​
    Price discrepancy A customer notices that the price charged differs from the agreed price. An order case is created to investigate and correct the billing.​
    Incorrect item ordered A customer received the wrong product. An order case is created to initiate the return process and ensure the correct item is sent.​
    Cancellation of order lines A customer wants to cancel specific items in their order. ​ An order case is created to confirm which items can be canceled and update the order accordingly.

    Overview of creating an order case

    The following table provides an overview of the process for creating an order case. For detailed steps, see Create an order case.

    Table 2. Steps for creating an order case
    Step Description
    Creating an order case An agent can create an order case in the following ways:
    • Selecting Create case from a customer order.
    • Selecting Create case from the Order Line Items list on a customer order (after selecting one or more order lines).
    • Selecting Create case from an interaction record.
    • Selecting New from the Order Cases list view.
    Selecting a service After initiating an order case, the agent selects an order-related service from the case type selector modal.

    This modal displays the services that are available for order cases, such as Sales Order Change Request or Sales Order Dispute.
    Filling in details on the Create New Order Case intake form Selecting Create case from the case type selector modal displays the intake form where the agent can enter the following order case details:
    • Account: the account for the order.
    • Scope of request: the agent can create a case for order lines from a single order or for multiple complete orders.
    • Order number: the order number associated with the order case.
    • Short description: a brief description of the order case.

    Depending on where the agent creates the order case from, some of these fields are auto filled.
    Viewing the order case record Selecting Save on the intake form creates the Order case record in Draft state.
    From this record, agents can:
    • Add orders or order lines to the order case.
    • Delete orders or order lines from the order case.
    • Create new order case line items.
    • Edit the details of order case line items.
    • Assign order case line items to themselves.
    • Create tasks for order case line items.
    Submitting the order case record Selecting Submit on the Order case record moves the order case and the order case line items to the New state. Once in the New state, agents can begin working to resolve the order case. This includes creating tasks for order case line items, assigning them to other agents or team members, and monitoring case progress.

    Order Operations Case Management plugin

    Order Operations Case Management (com.sn_order_case) is a case management application for handling support requests on orders or order lines. This application enables customers to process order-related services such as inflight order changes, order inquiries, and order dispute requests. It provides an order case type that includes order line items that need changes, workflows, and agent and customer experiences.

    The Order Operations Case Management application includes list views for CSM Configurable Workspace and Core UI.
    • In CSM Configurable Workspace, expand the Order Cases list category in the Lists tab.
    • In Core UI, navigate to All > Customer Order Management > Order Cases.

    The Order Operations Case Management application also includes tables, roles, service definitions and other components. For more information, see Components installed with Order Operations Case Management.

    The Order Operations Case Management application is available from the ServiceNow Store.

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