---
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


---

# Internal Organization form

# Internal Organization
form {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 5 minutes to read  
In the Customer Service Management (CSM) application, the Service Model Foundation uses the Internal Organization (formerly Internal Business Location) form to store information about an
internal business organization. This information includes the staff members assigned to that location, cases, sold products, and install base items created for customers.
Important:  
Some table and field labels have been changed across recent releases. For a mapping of former labels to current labels, see [Service Model Foundation renamed Entities](https://www.servicenow.com/docs/GOd50bOlCGACQLLY5iN1tA "The renamed entities display several Service Model Foundation entities that are renamed, including the previous and current names."). {#data-model-business-location-form__table_fyv_dtr_bs__entry__2}

| Field | Definition |
|-|-|
| Number | Automatically generated number of the internal organization. By default, the location numbers start with the prefix IBL. |
| Name | Name of the internal organization. |
| Type | Type of organization. Select any one of the following: * Business location: Physical location of a business where a business operates * Business group: An organization that might also consist of a collection of parent and child companies operating as a single entity. {#data-model-business-location-form__ul_ibf_nvr_ffc} |
| Business function | Type of functions offered at a business location. Select the following business function: * Service: Select this type if a business location provides service-related functions, such as providing support, or resolving cases for accounts, consumers, or other business locations. * Sales: Select this type if a business location provides sales-related activities, such as creating or managing orders, generating quotes, handling opportunities or leads, managing pricing, offering product recommendations, or supporting account-based selling for accounts, consumers, or other business organizations. * Service and Sales: Select both service and sales if the business organization is providing both service-related and sales-related activities. Note: You can create and manage orders and cases by selecting both types of business functions. {#data-model-business-location-form__ul_k1j_nl5_2fc} |
| Manager | Manager of the internal organization. Note: Only internal users can be added as managers for the internal organizations . |
| Parent Internal Organization (formerly Parent Internal Business Location) | Parent of the business organization. Use this field to create a parent-child hierarchy. |
| Street | Street address of the internal organization . |
| City | City where the internal organization is located. |
| State/Province | State or province where the internal organization is located. |
| ZIP/Postal code | ZIP code or postal code for the internal organization. |
| Customers served | Type of customers who are served at a business location. The customers served can be defined with two options: * All Customers: Enables service organization staff to create and resolve issues for all the customers. * Criteria-based: Enables service organization staff to create and resolve issues only for customers associated with the service organization using certain criteria. Associate a channel partner to add roles in the Service Organization tab. {#data-model-business-location-form__ul_x24_gcm_byb} |
| Business organizations served | Types of business organizations that are served at a business location. * Criteria based: Enables staff members within a organization to create and resolve cases for organizations that meet with specific criteria. * Hierarchy based: Enables staff members within a organizations to create and resolve cases for organizations that are linked to the organization cores through hierarchical relationships. |
| Restricted | Restrict all organization hierarchy contributors and agents from accessing this organization |
| Website | Web address for the internal organization. |
| Email | Email ID used by the internal organization. |
| Phone | Phone number for the internal organization. |
| Open date | Date on which the business organization becomes operational and available for customers. |
| Close date | Date on which the business organization becomes non-operational and unavailable for customers. Note: The closed date must not be earlier than the open date. |
| Status | Current status of the business organization whether In progress, Operational, non-operational, or closed. |
| Description | Description of the business organization . |
[Table 1. Internal Organization form fields]

{#data-model-business-location-form__table_fyv_dtr_bs}

## Internal Organization related lists {#data-model-business-location-form__section_wnc_m33_gmb}

The Internal Organization form includes the following related lists. {#data-model-business-location-form__table_wts_433_gmb__entry__2}

| Related list | Description |
|-|-|
| Members | Internal users (users with the snc_internal role) who have been added as staff members at this business organization. * Staff members can create cases for customers at their business locations. * Staff members can access customer cases and information where the Service Organization field on the Case form matches their business locations. {#data-model-business-location-form__ul_m5r_2j3_gmb} For more information, see [Add staff members to a business organization](https://www.servicenow.com/docs/p74Dlu4501G~gq4fkOv0Fw "Add users as staff members to a business organization (formerly business location) so that they can support accounts, contacts, consumers, and households."). |
| Child Internal Organizations (formerly Child Internal Business Locations) | List of internal organizations (formerly internal business location) of the current parent business location. For more information, see [Create an internal organization](https://www.servicenow.com/docs/_wPvaXhYnZwQ6pZf~7KHYA "Create an internal organization (formerly internal business location) to enable users and consumers to create accounts, contacts, consumers, and households."). |
| Child External Organizations (formerly Child External Business Locations) | List of external organizations (formerly external business locations) of the current parent business location. For more information, see [Create an external organization](https://www.servicenow.com/docs/C51HTB9Zakwo~NZE1x8Gfw "Create an external organization (formerly external business location) to enable users and consumers to create accounts, contacts, consumers, and households."). |
| Assignment Groups | List of all associated assigned groups of the internal business location. For more information, see [Setting up assignment groups](https://www.servicenow.com/docs/mQBhVraw~pYsPcqyeQe6AQ "Associate your assignment groups with an internal or external business organization (formerly internal or external business location). This association forms a one-to-many (1:M) relationship, which means, one or more groups can be associated with a service organization. This process makes it easier to route cases to the appropriate team member using the inter-organization support capability."). |
| Available Services | List of services supported by the business location. For more information, see [Setting up products and available services at a business organization](https://www.servicenow.com/docs/XFdt1wIO4eyOjuxIa6NrTg "By setting up the relationships between organizations and users in the Customer Service Management (CSM) application, your organization can associate the products and services with the service organization (SO)). The SO staff can address the customer queries about the products and services at a business organization (formerly business location) and even raise a case on the behalf of their customers."). |
| Organization Customer Criteria | List of customers that are supported by an internal business location. For more information, see [Define the configuration type for customers or business organizations](https://www.servicenow.com/docs/0EYpfpYS5J~gCj95ozwLWQ "Define the configuration type to provide service to customers or business organizations (formerly business locations) within any service organization (SO) using the Customer Service Management (CSM) application."). |
| Customer Projects | List of all projects assigned to the business location. Select a project to see Project Tasks, Sub Projects, and Cases assigned to the project. Note: * A location contributor manager or location relationship manager can see projects of their respective and child business locations. To learn more about roles, see [Service Model Foundation roles](https://www.servicenow.com/docs/LXy4Rw~SqVx8~DMaHKfvGA "Roles that are included with the plugins that enable the Service Model Foundation feature."). * A list of project tasks under the customer project tab is visible only if the Visible to Customer field is selected during project task creation. {#data-model-business-location-form__ul_fd5_1cp_qdc} To learn more about project creation, see [Create customer projects](https://www.servicenow.com/docs/7j2_j3D1meV~CBHpw8fZRQ "Create customer projects at internal or external organizations (formerly internal or external business locations) to manage location openings, renovations, closings, or other location-specific initiatives."). To learn more about project task creation, see [Create a project task from a project](https://www.servicenow.com/docs/access?context=t_CreateATaskFromAProject&version=australia&pubname=australia-it-business-management&ft:locale=en-US). |
| Cases Requested by Location | List of all cases requested by the internal business location to work. For more information, see [Create and manage cases for a business organization](https://www.servicenow.com/docs/FUTuaf_KTcQcx9eASDu4LQ "As a staff member, create and manage cases for your business organizations (formerly business locations).") |
| Cases Assigned to Location | Cases that have been created and assigned to this location. For more information, see [Create and manage cases for a business organization](https://www.servicenow.com/docs/FUTuaf_KTcQcx9eASDu4LQ "As a staff member, create and manage cases for your business organizations (formerly business locations)."). Note: This tab appears only if the business function is set as Service. |
| Account Staff Relationships | Relationships that have been created between staff members and accounts at this location. Create account staff relationships by using the Account Manager responsibility. For more information, see [Create an account staff relationship](https://www.servicenow.com/docs/nH_JIzu_EYgSySyC01K0tw "Create a relationship between a staff member at a business organization (formerly business location) and an account."). |
| Consumer Staff Relationships | Relationships that have been created between staff members and consumers at this location. Create consumer staff relationships by using the Relationship Manager responsibility. For more information, see [Create a consumer staff relationship](https://www.servicenow.com/docs/zSCRh0fFlo4_FUZyaowlTQ "Create a relationship between a staff member at a business organization (formerly business location) and a consumer."). |
| Household Staff Relationships | Relationships that have been created between staff members and households at this location. Create household staff relationships by using the Relationship Manager responsibility. For more information, see [Create a household staff relationship](https://www.servicenow.com/docs/6VCEkmGloQnNVn79VNHp1Q "Create a relationship between a staff member at a business organization (formerly business location) and a household."). |
| Sold Products | Sold products that have been created for customers at this location. For more information, see [Create and manage sold products for a business organization](https://www.servicenow.com/docs/lylCBPWn7xC1XGLHrlYBrg "Staff members with the location agent role can manage sold products for their business organizations (formerly business locations)."). |
| Install Base Items | Install base items that have been created for customers at this location. For more information, see [Create and manage install base items for a business organization](https://www.servicenow.com/docs/oHMjVGAjMNmNiz48gba9~w "As a staff member with the location agent role, create and manage install base items for your business organizations (formerly business locations)."). |
[Table 2. Internal organization related lists]

{#data-model-business-location-form__table_wts_433_gmb}
**Related tasks**   

* [Create an internal organization](https://www.servicenow.com/docs/_wPvaXhYnZwQ6pZf~7KHYA "Create an internal organization (formerly internal business location) to enable users and consumers to create accounts, contacts, consumers, and households.")  
**Related reference**   

* [Service Model Foundation relationships](https://www.servicenow.com/docs/LrvS_WP8nTMlO4hCLy1_~A "Create relationships between an agent and a customer or between two consumers that provide additional access to customer data.")