---
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


---

# Cases

# Service Model Foundation
cases {#ariaid-title1}

Release version: Australia  
Updated September 28, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read
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## Summary of Service Model Foundation cases

Location agents and location consumer agents at a business organization can create and manage cases for accounts, contacts, consumers, and households.
The system controls case access and visibility based on the business organization associated with each case, ensuring staff members only interact with cases relevant to their assigned locations.
Show full answer Show less  

## Case Location and Assignment

* A case is linked to a single business organization (formerly called business location).
* When a location agent or manager creates a case, the Service Organization field on the case form is automatically set to the agent's business organization.
* If a case is reassigned, the Service Organization field updates to the new agent or manager's business organization.
* If an agent belongs to multiple locations, the Service Organization field can be left empty but must be set carefully because it controls access.
* Changing the Service Organization on a case does not change the assigned agent.

## Case Access

Access to cases is governed by the Service Organization field and user roles:

* Staff with the roles **location agent** or **location consumer agent** can view and manage cases at their location.
* Managers with the **location manager** role can manage cases within their location hierarchy.
* Cases appear in the Cases related list on the internal or external organization forms.
* When a case is assigned to an agent, the case's Service Organization updates accordingly.
* Only external staff with the location agent role can act as fulfillers.

## Case Access for Consumers

| Consumer Type | Case Access |
|-|-|
| Consumer | Can manage their own cases. |
| Head of household | Can manage cases for all household members. |
| Authorized representative (any household) | Can manage cases for the consumer they represent. |
| Authorized representative (inside household) | Can manage cases for the consumer they represent as long as both are current household members. |

## Case Access for Users by Role

| User Role | Case Access |
|-|-|
| Location manager | Can manage cases in their location hierarchy. |
| Location agent or location consumer agent | Can manage cases in their assigned locations. |
| Account manager (relationship agent) | Can manage cases for their accounts. |
| Consumer relationship manager (relationship agent) | Can manage cases for their consumers. |
| Household relationship manager (relationship agent) | Can manage cases for their households. |

Location agents and location consumer agents at a business organization (formerly business location) can create
cases for accounts, contacts, consumers, and households.
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."). Staff members with the location agent or location consumer agent role can do the following:

* View information for the customers at their location.
* Create cases for the accounts, contacts, households, and consumers.
* Update cases created at their location.
* Create consumers.
{#industry-data-model-cases__ul_psr_kqh_dmb}

## Case location {#industry-data-model-cases__section_ycz_5rr_gmb}

A case belongs to a business organization (formerly business
location). When a case is created by a location agent or manager, the Service Organization field on
the Case form is automatically updated with the business organization to which the agent or manager
belongs. If the case is reassigned, this field is updated to that of the new agent or manager.  
If the location agent or manager belongs to multiple locations, the Service Organization field can be kept empty. When you fill in this field, select carefully as the service organization controls a location agent's access to cases.  
Note:  
A case can belong to only one business organization.

The Service Organization can be set manually for a new case or changed for an existing case. Changing the
Service Organization doesn't change the assigned agent.

## Case access {#industry-data-model-cases__section_nyc_qrr_gmb}

Case access is controlled by the business organization in the Service Organization field on the Case form. The following users can access cases:

* Staff members at the business organization with the location agent or location consumer agent role.
* Managers at the business organization with the location manager role.
{#industry-data-model-cases__ul_mzm_fq2_fmb}  
Cases for a business organization are added to the Cases related list on the internal or external organization (formerly internal or external business location) form.

* When a case is created, the service organization on the case is the service organization of the user who creates the case.
* When a case is assigned to an agent, the service organization on the case is updated to the service organization of the assigned agent.

{#industry-data-model-cases__ul_dyw_z5s_jlb}  
Note:  
Only external staff with the location agent can act as fulfillers. For more information, see [External Organization as a fulfiller](https://www.servicenow.com/docs/wcMN3u86FnOjMks4S~M8_g "External Organization (formerly External business location (EBL)) as a fulfiller enables partners, external agencies, and franchises to fulfill customer cases. You can use this capability to maintain consistent customer experiences across both internal and external organizations.").  
{#industry-data-model-cases__table_r1v_plw_gmb__entry__2}

| Consumer type | Case access |
|-|-|
| Consumer | Can manage their own cases. |
| Head of household | Can manage cases for all household members.​ |
| Authorized representative, regardless of household | Can manage cases for the consumer they represent​. |
| Authorized representative, inside of household | Can manage cases for the consumer they represent as long as both are current members of the household.​ |
[Table 1. Case access for consumers]

{#industry-data-model-cases__table_r1v_plw_gmb}  
{#industry-data-model-cases__table_ltw_2mw_gmb__entry__3}

| User | Required role | Case access |
|-|-|-|
| Location manager | Location manager | Can manage the cases in their location hierarchy.​ |
| Location staff member | Location agent Location consumer agent | Can manage the cases in their locations. |
| Account manager | Relationship agent | Can manage cases for their accounts. |
| Consumer relationship manager | Relationship agent | Can manage cases for their consumers. |
| Household relationship manager | Relationship agent | Can manage cases for their households. |
[Table 2. Case access for users]

{#industry-data-model-cases__table_ltw_2mw_gmb}