---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/customer-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Creating case line items and case line tasks

# Creating case line items and case line tasks {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read
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## Summary of Creating case line items and case line tasks

This functionality allows agents to efficiently manage cases by creating case line items and associated tasks within ServiceNow.
Case line items break down cases into manageable components, and tasks help track specific actions related to these components.
Show full answer Show less  

## Creating Case Line Items

Agents can create case line items from a parent case either via the CSM Configurable Workspace or the Core UI. When creating a new case line item:

* The record opens in Draft state.
* Key information such as Account, Contact, Parent case, Priority, Assignment group, and Assigned to is automatically copied from the parent case.
* If a bundled product is added, the system automatically creates individual case line items and characteristics for each bundle component upon saving.

## Creating Case Line Tasks

For each case line item, agents can create tasks to manage specific work:

* By selecting the "Create case line task" action on a case line item, a form opens with some fields pre-populated from the case line record.
* Agents complete any additional details and save the task.
* Created tasks appear under the Tasks tab of the case line item.

## Case Line List Action Bar (CSM Configurable Workspace)

The Case Line list action bar provides agents with tools to manage case line items directly on the case record:

* **New:** Opens a new case line form in a separate tab for creating new case line items.
* **Add:** Opens a modal to select and add existing case lines from entities like orders or invoices.
* After selecting a case line, agents can:
  * Edit details via a panel and update changes.
  * Assign the case line to themselves with "Assign to me".
  * Delete the case line with confirmation.

## Key Benefits for ServiceNow Customers

* Streamlines case management by breaking down complex cases into line items and tasks.
* Automates creation of case line items and characteristics for bundled products, reducing manual effort.
* Provides a user-friendly interface to create, update, assign, and delete case line items efficiently.
* Ensures consistency by auto-populating essential fields from parent cases and case lines.  
Agents can create case line items for cases and create tasks for case line items.

## Creating case lines {#csm-case-mgmt-case-lines-create-case-line__section_gzq_5wg_5cc}

To create a case line record:

* CSM Configurable Workspace: Open a case and select New on the [Case Line list action bar](https://www.servicenow.com/docs/CdHT_I_WAwxaPLWD8XVZyQ#csm-case-mgmt-case-lines-create-case-line__section_h41_s1h_5cc) to open a new case line record in the Draft state.
* Core UI: Open a case and select New on the Case Lines related list on the case record to open a new case line record in the Draft state.
{#csm-case-mgmt-case-lines-create-case-line__ul_tr3_xyg_5cc}  
The information in the following fields is copied from the parent case:

* Account
* Contact
* Parent case
* Priority
* Assignment group
* Assigned to
{#csm-case-mgmt-case-lines-create-case-line__ul_wvv_cbz_fdc}

If a bundled product is added to a case line item record, the system creates a case line item for each component in the bundle after the agent saves the new case line item record. The case line characteristics are also created
for each component.

## Create a case line task {#csm-case-mgmt-case-lines-create-case-line__section_el1_vfp_lcc}

The case line item record includes a Create case line task action that agents can use to create tasks for a case line item.

1. Open a case line item record.
2. Select Create case line task to open a Create new case line task form.

   Some fields on this form are auto populated with details from the Case line record.
3. Enter additional information as needed.
4. Select Save to create the case line task record.

   Case line tasks appear in the Tasks tab on the case line item record.
{#csm-case-mgmt-case-lines-create-case-line__ol_crl_qln_gdc}

## Case Line list action bar {#csm-case-mgmt-case-lines-create-case-line__section_h41_s1h_5cc}

In CSM Configurable Workspace, the Case Line list action bar appears at the top of the Case Line list component on a case record.  
Agents can add case lines from existing entities, such as orders or invoices, or create new case lines.

* New: Opens a Create New Case Line record in a separate tab. Fill in the fields and select Save to add the case line to the list.
* Add: Displays the Add lines to case modal. Select one or more lines and then select Add to add the selected case lines to the list.
{#csm-case-mgmt-case-lines-create-case-line__ul_d2m_ssy_tcc}  
After selecting a case line, users can edit the case line details, assign a case line to themselves, or delete a case line.

* Edit: Displays the details for the selected case line in a panel. Make the necessary changes and select Update at the bottom of the panel.
* Assign to me: Assigns the selected case line to the current user.
* Delete: Deletes the selected case line. Select Delete all in the confirmation pop-up window.
{#csm-case-mgmt-case-lines-create-case-line__ul_ot2_1vy_tcc}