Actionable case flows

  • Release version: Xanadu
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Actionable case flows

    Actionable case flows in ServiceNow automate the creation and resolution of blocking tasks related to customer service cases. Enabled by default through the Case Action Status plugin, these flows help manage case progress by linking tasks that must be completed before a case can move forward. Customers can disable specific flows if they prefer not to generate blocking tasks for certain actions.

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    Key Features

    • Predefined Flow Designer actions: The flows leverage standard actions such as adding or inactivating blocking tasks and toggling the Needs Attention flag.
    • Case-related flows: Automatically create blocking tasks when cases require information or have associated records like Case Tasks, Change Requests, Service Catalog Requests, Work Orders, Incidents, or Problems. They also resolve blocking tasks when these associated records are closed, canceled, or when needed information is provided.
    • Customer communication handling: Flows set the Needs Attention flag when additional comments are added by others, keeping cases updated on required inputs.
    • Order case flows: Similar automated blocking task management exists for customer service orders, ensuring consistent case handling.
    • Problem record flows: Specialized flows resolve blocking tasks when fixes or workarounds are communicated or when problem records are closed or canceled, tailored to the blocking reason types.

    Practical Benefits for ServiceNow Customers

    • Streamlines case management by automatically tracking dependencies and blocking tasks.
    • Improves visibility and control over case progress and required actions through automated status updates and attention flags.
    • Reduces manual effort in managing task associations and case updates, enhancing efficiency for customer service teams.
    • Provides flexibility to enable or disable specific flows based on organizational needs.

    Actionable case flows contain predefined user actions that automatically create and resolve blocking tasks for customer service cases.

    The Case Action Status plugin provides several actionable case flows that create and resolve blocking tasks for different case-related actions. These flows are enabled by default. If you don't want to create blocking tasks for a specific action, disable the associated flow.

    To view these flows, navigate to Customer Service > Administration > Actionable Case Flows.

    Flow Designer actions

    Case flows use the following predefined Flow Designer actions:
    • Add Blocking Task
    • Inactivate Blocking Task
    • Set Needs Attention Flag

    Flows for customer service cases

    The case action status feature provides the following flows for customer service cases.
    • Create blocked by record if case needs customer information
    • Create blocked by record if Case Task is associated with case
    • Create blocked by record if Change Request is associated with case
    • Create blocked by record if SC Request is associated with case
    • Create blocked by record if Work Order is associated with case
    • Create blocked by record if Incident is associated with case
    • Create blocked by record if Problem is associated with case
    • Resolve blocked by record if Case Task is closed
    • Resolve blocked by record if Change Request is closed
    • Resolve blocked by record if Incident is closed
    • Resolve blocked by record if Problem is closed or Fix is communicated
    • Resolve blocked by record if Problem is closed or Fix/Workaround is communicated
    • Resolve blocked by record if SC Request is closed
    • Resolve blocked by record if user information is provided for case
    • Resolve blocked by record if Work Order is closed or canceled
    • Set Needs Attention if additional comments are added by others
    • Update case when blocked by record is created
    • Update case when Needs attention field is toggled

    Flows for customer service orders

    The case action status feature provides the following flows for customer service orders.
    • Create blocked by record if order case needs customer information
    • Resolve blocked by record if user information is provided for order case
    • Set Needs Attention if additional comments are added by others on order case
    • Update order case when Needs attention field is toggled

    Flows for problem records associated with a case

    If a problem is associated with a case with the Need task resolution blocking reason, a case flow is provided to resolve the blocking task when a fix is communicated or the problem record is closed or canceled.

    If a problem is associated with a case with the Need PRB workaround blocking reason, a case flow is provided to resolve the blocking task when a workaround is provided or the problem record is closed or canceled.