---
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


---

# Create a rule from the Case context record

# Create a rule from the Case context record {#ariaid-title1}

Release version: Australia  
Updated June 25, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Create a rule to show recommendations for active cases that meet the condition specified in this rule.

## Before you begin

Role required: sn_nb_action.next_best_action_author, admin

## About this task

New rules can only be created from context records.

## Procedure

1. Navigate to AllRecommended ActionsContexts.
2. Select the Case context.  
   The Case context is available by default.
3. In the Rules related list, select New.
4. In the Name field, enter <kbd class="ph userinput">Active rule</kbd>.
5. In the Roles field, select the Edit User Roles icon and then select Customer service agent \[sn_customerservice_agent\] and Consumer service agent \[sn_customerservice.consumer_agent\].  
   The selected user roles can see recommendations for this rule.
6. Select Done on the Roles pop-up window.
7. In the Condition field, use the condition builder to add the condition "Active \| is \| true".  
   Agents can see recommendations for the records in the context table that meet this criteria.
8. **Optional:** Enable the Apply to tables extended from the context table check box, so that the rule and its recommendations are applied to tables that are extended from the context table.  
   For more information, see [Apply rules to tables extended from the context table](https://www.servicenow.com/docs/XkjJv235tjTFVmpvXaZz4g#ra-csm-rules__section_rules-apply-extended-tables).
9. In the Field affecting this rule field, select Short description from the slush bucket.
10. Select Submit.
{#ex-create-rule__steps_zn1_kbf_ztb}

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