Case type selector
Summarize
Summary of Case type selector
The case type selector is a ServiceNow Customer Service Management (CSM) component that enables agents to efficiently create the appropriate case by selecting from available case types, products, or services. It streamlines case creation by allowing agents to choose the right case type or service relevant to the customer’s needs, improving accuracy and speed in handling customer issues.
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Using the Case Type Selector
The case type selector appears when agents create a case from various contexts such as case lists (e.g., My Cases) or records like Interaction, Account, Contact, Consumer, Sold Product, and others. This ensures that agents have contextual and relevant options for case creation.
Case Type Selector Versions
System administrators can configure which version of the case type selector is presented to agents by adjusting system properties. The available versions include:
- Multi-select (default): Agents can select a case type and optionally narrow choices by category and subtype fields before creating a case. This version supports hierarchical filtering for more precise case classification.
- Single-select: Allows agents to select a case type from a list and create a case with one click, leveraging configured field mappings to auto-populate case form fields. This version is available only in the CSM Configurable Workspace.
- Product Service Select: Enables agents to select a product and/or service to create a case related specifically to those selections. This version takes precedence over single-select when enabled.
Configuring Case Type Selector Behavior
The displayed version depends on these system properties:
- sncsmcasetypes.casetypesinglefieldselect: When true, enables the single-select version in CSM Configurable Workspace.
- sncsmcasetypes.servicedefinitionselect: When true, activates the Product Service Select version, overriding the single-select setting.
- sncsmcasetypes.servicedefinitionselectcount: Controls how many products and services are shown in the Product Service Select version.
Administrators can adjust these properties to tailor the case creation experience to their agents’ workflows and organizational needs.
Service Definitions Configuration
Administrators and designated roles (service definition manager/admin) are responsible for creating and managing service definitions and their relationships for cases and case tasks. These definitions can include logic and default field values that apply when case tasks are generated, ensuring consistency and efficiency in case handling.
The case type selector enables customer service agents to quickly and easily create the right kind of case for a contact or consumer by selecting from a list of available case types or services.
Overview
- Select a case type and create a case of that type.
- Select a product from a list of products owned by the customer and create a case for that product.
- Select a service and create a case for that specific service.
- Multi-select (default)
- single-select
- Product Service select
Using the case type selector
The system displays the case type selector when an agent creates a case from a list or a record.
| Agent action | Description |
|---|---|
| Select New | Select this action from case lists and case type lists such as My Cases or My Complaint Cases. |
| Select Create Case | Select this action from the following records:
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Some declarative actions available with the Customer Service Case Types plugin are disabled by default. For more information, see Configure case type and case task type declarative actions.
Case type selector versions
| Version | Description |
|---|---|
| Multi-select | With the multi-select version, the agent selects a case type and optionally selects a category to narrow the available choices before creating a case. A category subtype field can also be configured. This field can be a choice list field or a reference field from the Case Type table.
Note: If a subtype has not been configured for a case type, the subtype field
is not displayed. The multi-select version of the case type selector is the default functionality. For more information, see Select a category and subtype for a case type. |
| Single-select | With the single-select version, the agent selects a case type from a list of available case types and creates a case with one click. The system uses configured field mapping to fill in some of the fields on the Case form. The display of the single-select version is controlled by the sn_csm_case_types.case_type_single_field_select system property.
Note: The single-select version is only available in CSM Configurable Workspace. For more information, see the following topics: |
| Product Service Select | With the Product Service Select version, the agent selects a product and/or a service to create a case. For more information, see Product Service select version of the case type selector. The display of the Product Service Select version is controlled by the sn_csm_case_types.service_definition_select system property.
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Case type select properties
| Property | Description |
|---|---|
| sn_csm_case_types.case_type_single_field_select | Set this property to true to enable the case type single select feature in CSM Configurable Workspace. When enabled, an agent can use this feature to create a case of a specific type with a single selection in the case type selector.
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| sn_csm_case_types.service_definition_select | Set this property to true to enable the Product Service Select version of the case type selector in CSM Configurable Workspace. When enabled, an agent can use this version to create a record based on the selected product or service.
This property overrides the sn_csm_case_types.case_type_single_field_select property.
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| sn_csm_case_types.service_definition_select_count | Determines the number of the products and services displayed in the Product Service Select version of the case type selector.
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Configuring service definitions for cases and case tasks
The system administrator creates the service definitions for cases and case tasks, along with their relationships. The service definition manager and service definition admin can also create these service definitions and relationships.
For case task service definitions, the system administrator can include logic and default field values that the system uses when creating the case tasks. For more information, see Configuring service definitions.