---
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


---

# Order case record page

# Order case record page {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 7 minutes to read
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## Summary of Order Case Record Page

The Order Case Record Page in the Customer Service Management (CSM) Configurable Workspace provides a comprehensive interface for customer service agents to manage order cases and their associated order case line items efficiently.
This page consolidates key order case information, enables detailed interactions with order case lines, and supports case resolution activities with integrated tools.
Show full answer Show less  

## Key Features

* **Order Case Form Heading:** Displays the order case short description or number, along with an action bar and record tags.
* **Order Case Action Bar:** Offers role- and state-dependent actions such as managing cases, composing communications, saving changes, and additional management options.
* **Account Lookup:** Facilitates searching, linking, and unlinking accounts, and quick access to contact details with calling capabilities.
* **SLA Display:** Shows active service level agreements related to the order case, including time remaining and breach status.
* **Case Details Component:** Contains collapsible sections for case details, notes, closure information, and related records, with additional form actions for personalization and data export.
* **Case Summarization:** Enables summarizing order case details, generating resolution notes, knowledge articles, and email reply recommendations; requires Now Assist for CSM.
* **Order Case Line List:** Displays order case line items derived from orders or order lines, with the ability to add, edit, assign, or delete items.
* **Order Case Line Action Bar:** Supports creating new case lines, adding orders or order lines, creating tasks for case lines, and editing or assigning line items.
* **Activity Stream:** Provides a detailed or condensed view of all activities associated with the order case.
* **Contextual Side Panel:** Includes tabs for activity stream, attachments, recommended actions, search, related lists, email templates, response templates, and form templates to aid in case resolution.
* **Related Lists:** Accessible via the side panel, they display related tasks, case lines, SLAs, emails, knowledge articles, knowledge gaps, and child cases in an expandable accordion format.
* **Modeless Dialogs for Communication:** Supports composing emails, comments, and private work notes that overlay the main content allowing multitasking without interruption.

## Order Case Record Page Settings

The page settings control availability, display priority, and conditions for usage:

* **Active:** Enables the page for users; active by default.
* **Order:** Determines page display priority with lower numbers having higher priority (default is -1000).
* **Conditions:** Limits the page to records from the Order Case \[snordercase\] table and its extensions.
* **Audience:** No specific audience restrictions applied by default.

## Practical Benefits for ServiceNow Customers

* Provides a centralized and intuitive workspace for managing order cases and line items, improving agent efficiency.
* Enables quick access to customer and order information with integrated account lookup and SLA tracking.
* Supports seamless communication through modeless dialogs for emails, comments, and work notes without disrupting workflow.
* Facilitates effective case resolution with tools like case summarization, task creation, and contextual side panel resources.
* Offers flexible page configuration and visibility controls to tailor the workspace to organizational needs.  
The Order case record page displays information about order cases and the associated list of order case line items in CSM Configurable Workspace.
Figure 1. Order case page with Order Case Line list  
Customer service agents use this page to do the following:

* View details about the order case and the order case line items.
* Add or remove orders or order lines to the order case as order case line items.
* Create new order case line items.
* Edit order case line item details.
* Create tasks for order case line items.
{#csm-order-ops-order-case-record-page__ul_ckl_p4r_fdc}

## Order case record page components {#csm-order-ops-order-case-record-page__section_pz2_2vr_fdc}

The Order case record page includes the following components:{#csm-order-ops-order-case-record-page__table_pk2_g1w_q1c__entry__2}

| Component | Description |
|-|-|
| Order case form heading | The form heading displays the order case short description. If there is no short description, it displays the order case number. The form heading also includes the action bar and record tags. |
| Order case action bar | The action bar contains the actions available to users while working on order case records. The specific actions are determined by factors such as the user role, order case state, and other attributes. * In-progress Actions: This icon provides a list of minimized [modeless dialogs](https://www.servicenow.com/docs/VHnZ5wGCC3dEZmXeTuBg7w "Modeless dialogs are windows that overlay the main window content in CSM Configurable Workspace. Customer service agents can use modeless dialogs to create and post comments and work notes to the activity stream and to compose and send emails."). It includes a badge that displays the number of items in the list. From this list, an agent can select an item to open the minimized comment, work note, or email. * Compose: Compose comments, work notes, and emails in modeless dialogs. * Manage case: Perform case management actions such as requesting information or proposing a solution. * Save: Save changes to the order case record. * More Actions: Perform additional actions such as proposing a major case or reporting a knowledge gap. {#csm-order-ops-order-case-record-page__ul_acv_bcv_51c} |
| Account lookup | Agents can use the account lookup component to do the following: * Search for an account. * Link or unlink an account. * Select a reference field on a lookup card, such as a contact name, to open the reference in a sub-tab. * Select a phone number on a lookup card to make a call. {#csm-order-ops-order-case-record-page__ul_ny1_ybw_q1c} The account lookup component displays information in record cards. These cards display contact information and provide quick access to customer details such name, address, and phone. |
| SLA | Displays active SLAs for the order case, including time remaining, the SLA state, and any breaches. |
| Case details | The case details component includes collapsible sections for: * Case Details * Notes * Closure Information * Related Records {#csm-order-ops-order-case-record-page__ul_ugg_ccw_q1c} This component also includes a menu with additional form actions, such as personalizing the form, exporting data, and copying the URL. |
| Case summarization | The case summarization component appears above the Order Case Line list. When an agent opens an order case, the component is collapsed and in the default state. Agents can use this component to do the following: * Summarize order case details. * Generate order case resolution notes. * Generate knowledge articles. * Generate email reply recommendation. {#csm-order-ops-order-case-record-page__ul_sr2_zvh_v1c} Note: The case summarization component requires the [Now Assist for Customer Service Management (CSM)](https://www.servicenow.com/docs/8EgKelPltwHO8tDwlHwomw "Use the ServiceNow ServiceNow Otto for Customer Service Management (CSM) application to summarize the case information, generate the case resolution notes, and summarize the chat for an interaction. You can enable your agents to understand the chat and case context so that they can propose quicker resolutions to your customers.") application to be activated and configured. |
| Order Case Line list | The Order Case Line list component displays the order case line items associated with the order case. Order case line items can be created for orders or order lines. * If an order case is created for one or more orders, the system converts the order header from each customer order to a case line item on the order case. * If an order case is created for one or more order lines from a single order, the system converts the selected order lines from the customer order to case line items on that order case. {#csm-order-ops-order-case-record-page__ul_hzy_j1w_gdc} |
| Order Case Line action bar | The Order Case Line action bar contains the actions available to users while working on order case line records. * New: Opens a Create New Order Case Line record in a separate tab. Fill in the fields and select Save to add the order case line item to the list. * Add: Displays one of the following modals depending on the origin of the order case: * Add order lines to case * Add orders to case {#csm-order-ops-order-case-record-page__ul_kng_gbw_gdc}Select one or more orders or order lines and then select Add to add the selected orders or order lines to the Order Case Line list. * Create task: Creates a task for the selected order case line item in a separate tab. Fill in the fields on the Create New Case Line Task record and select Save. {#csm-order-ops-order-case-record-page__ul_d2m_ssy_tcc} After selecting an order case line item, agents can edit selected order case line item details, assign an order case line item to themselves, or delete a case line. * Edit: Displays the details for the selected order case line item in a panel. Make the necessary changes and select Update at the bottom of the panel. * Assign to me: Assigns the selected order case line item to the current user. * Delete: Deletes the selected order case line item. Select Delete all in the confirmation pop-up window. {#csm-order-ops-order-case-record-page__ul_ot2_1vy_tcc} |
| Activity stream | The activity stream component displays a list of activities occurring on an order case record. This list can be collapsed to provide a quick view of case activities or expanded to provide more detail about individual activities. The Order case record page uses [modeless dialogs](https://www.servicenow.com/docs/VHnZ5wGCC3dEZmXeTuBg7w "Modeless dialogs are windows that overlay the main window content in CSM Configurable Workspace. Customer service agents can use modeless dialogs to create and post comments and work notes to the activity stream and to compose and send emails.") for composing comments, work notes, and emails. For more information, see the [Composing emails, comments, and work notes](https://www.servicenow.com/docs/gdAyR~0I_Kz0o62CqNHf9w#csm-order-ops-order-case-record-page__section_eqt_5h5_ncc) section below. |
| Contextual side panel | The contextual side panel component includes different tools that agents can use to research and resolve customer issues. The contextual side panel in the Order case record page includes the following tabs. * Activity stream * Attachments * Recommended Actions search * [Related Lists](https://www.servicenow.com/docs/4smCTlFYBJkk1SazEK6SBQ#csm-front-line-case-page__section_urr_nrh_s1c) * Email Templates * Response Templates * Form Templates {#csm-order-ops-order-case-record-page__ul_sfk_wcw_q1c} For more information about related lists, see the [Order case record page related lists](https://www.servicenow.com/docs/gdAyR~0I_Kz0o62CqNHf9w#csm-order-ops-order-case-record-page__section_ksh_pp3_lcc) section below. Note: The Order Operations Case Management application does not include response templates. To configure a response template, see [Create or modify a response template](https://www.servicenow.com/docs/access?context=create-modify-templated-snippet&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US). |
[ ]

{#csm-order-ops-order-case-record-page__table_pk2_g1w_q1c}

## Order case record page settings {#csm-order-ops-order-case-record-page__section_kvn_fzx_tcc}

The Order case record page includes the following settings.  
{#csm-order-ops-order-case-record-page__table_zqv_lvv_q1c__entry__2}

| Setting | Description |
|-|-|
| Active | Enabling the Active check box makes the page available to the selected audience. The Order case record page is active by default. The active setting combined with the page order determines the page that CSM Configurable Workspace uses to display record information. For more information, see [Set record page order](https://www.servicenow.com/docs/wLYtfZwhgK1MmzWo5CSoVA "Set the order value of a record page to determine the default page for displaying records in CSM Configurable Workspace."). |
| Order | Each record page has an order which indicates the page priority. The lower the number, the higher the priority. The default order for the Order case record page is -1000. |
| Conditions | Conditions determine when a page variant is displayed. The Order case record page has the following condition: table=sn_order_case This condition limits the use of the Order case record page to records from the Order Case \[sn_order_case\] table and tables that extend the Order Case table. |
| Audience | The audience determines who can see a record page. The Order case record page does not have a specified audience. For more information, see [Learn about audiences](https://www.servicenow.com/docs/access?context=add-audiences&version=australia&pubname=australia-application-development&ft:locale=en-US). |
[Table 1. Order case record page settings]

{#csm-order-ops-order-case-record-page__table_zqv_lvv_q1c}  
To access the settings for this page variant:

1. Navigate to AllNow Experience FrameworkUI Builder.
2. Select the CSM/FSM Configurable Workspace experience.
3. In the Record section of the Pages and variants list, select Front-line case page.
4. Select Settings at the top of the page.
{#csm-order-ops-order-case-record-page__ol_b14_bjh_s1c}

## Order case record page related lists {#csm-order-ops-order-case-record-page__section_ksh_pp3_lcc}

Related lists appear in the Related Lists tab in the contextual side panel.  
The related lists component provides access to the order case related lists. This component uses an expandable accordion format. Agents can expand the desired lists to see the related items. This component also displays an icon with the number of items in a list.

1. Case Tasks
2. Order Case Lines
3. Order Tasks
4. SLAs
5. Emails
6. Draft Emails
7. Knowledge
8. Knowledge Gaps
9. Child Cases
{#csm-order-ops-order-case-record-page__ol_q3b_qp3_lcc}  
The items in an expanded list are displayed as cards. An expanded list shows one card for each item in the list, up to a maximum of 8 cards.

* Agents can open an item in a sub-tab.
* If a list has more than five items, it includes a Show more option.
{#csm-order-ops-order-case-record-page__ul_fcw_d4w_tcc}  
Related lists include the following actions:

* Refresh: refreshes the items in the list.
* Create: opens a blank record in a sub tab that the agent can use to create a new item.
* View all: opens a list of records in a sub tab.
* Show more: is displayed for lists that have more than five items.
{#csm-order-ops-order-case-record-page__csm-front-line-case-page_ul_cvf_rxr_m1c}

## Composing emails, comments, and work notes {#csm-order-ops-order-case-record-page__section_eqt_5h5_ncc}

The Order case record page uses modeless dialogs to create and post comments and work notes to the activity stream and to compose and send emails.

A modeless dialog is a window that appears in a workspace as an overlay on top of the main window content. This overlay enables users to interact with the window content and the overlay content at the same time.  
The Compose group of actions on the Order case record page includes:

* Compose Comments
* Compose Email
* Compose Work Notes(Private)
{#csm-order-ops-order-case-record-page__ul_u1d_wh5_ncc}These actions launch the corresponding modeless dialogs (the behavior is the same as the Front-line case page).

The email templates should be accessed from email dialog.

For more information about composing emails, comments, and work notes, see [Modeless dialogs](https://www.servicenow.com/docs/VHnZ5wGCC3dEZmXeTuBg7w "Modeless dialogs are windows that overlay the main window content in CSM Configurable Workspace. Customer service agents can use modeless dialogs to create and post comments and work notes to the activity stream and to compose and send emails.").

*[\>]: and then