---
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


---

# Recipients lists

# Recipients lists {#ariaid-title1}

Release version: Australia  
Updated October 28, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read
Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of Recipients lists

Recipients lists in ServiceNow are used to manage account, consumer, or business organization information for creating child cases under a major case.
Major issue managers and customer service managers select a recipients list in theAffected Customersfield on the Major Case form.
WhenCreate Child Casesis selected, a child case is generated for each entity in the selected recipients list.
After child cases are created, theAffected Customersfield becomes read-only, but managers can modify the recipients list beforehand.
Show full answer Show less  

## Creating and Managing Recipients Lists

Recipients lists are created via the **Targeted Communications** application, which supports list creation by:

* Uploading files
* Selecting dynamic conditions
* Using scripts

The application supports multiple list types including accounts, contacts, consumers, and internal users. For major case management, recipients lists must be of type accounts, consumers, or business organizations and cannot mix types within the same list.

Note that the **Major Issue Management** plugin depends on the **Targeted Communications** plugin. If both **Targeted Communications** and **Customer Service Management** are active, additional recipients list types are available.

## Manual Editing and Refreshing

Managers can manually add or remove recipients from lists via the **Recipients List** form. The Recipients related list shows whether each record was **dynamically added** (via conditions or scripts) or **manually added** (via editing or file upload) and whether the recipient requires **active communication**.

The recipients list can be refreshed to update dynamically generated records without affecting manually added ones. Key points about refreshing include:

* Manually removed records do not reappear unless they meet dynamic conditions.
* Dynamically generated records may reappear if they continue to meet conditions.
* The **Active Communication** setting remains unchanged during refresh.
* If created by file upload, refreshing is unnecessary.  
Use recipients lists that contain account, consumer, or business organization information to create the child
cases for a major case.

Major issue managers and customer service managers can select the desired list in the Affected Customers field on the Major Case form. Selecting Create Child Cases then creates a child
case for each account, consumer, or business organization in the recipients list.

Managers can change the recipients list before child cases are created. After child cases are
created, the Affected Customers field becomes read only.

## Creating recipients lists {#major-issue-recipient-lists__section_zmn_yl2_pdb}

Recipients lists are created using the [Targeted Communications](https://www.servicenow.com/docs/KquMceG_qZw6uqr6Y7FTUw "The Targeted Communications application provides the ability to create and send articles and emails to internal and external customers.")
application. With this application, managers can select the type of list to create and the
method used to create the list: by uploading files, selecting dynamic conditions, or using
scripts.  
The Targeted Communications application creates several types of recipients lists, including accounts, contacts, consumers, and internal users. The recipients list for a major case must be of type accounts, consumers, or business organizations. Recipients lists are limited to one specific type and can't contain mixed types, for example accounts and consumers.  
Note:  
The Major Issue Management plugin is dependent on the Targeted Communications plugin. If Targeted Communications is active, recipients lists can be created for internal users. If Targeted Communications and Customer Service Management are both active, recipients lists can also be created for accounts, contacts, and consumers.

## Manually editing a recipients list {#major-issue-recipient-lists__section_ydz_3m2_pdb}

Major issue managers and customer service managers can manually add or remove accounts, consumers, or business organizations from a recipients list by navigating to the Recipients List form, selecting Edit in the
Recipients related list, and then using the arrows to add or remove records.  
The Recipients related list includes the Dynamically Added column which displays either True or False, depending on how a record was added:

* True for records that are dynamically generated, either by using the condition builder or by running a script.
* False for records that are added manually, either by using the Edit button on the Recipients related list or by file upload.

{#major-issue-recipient-lists__ul_upr_qdk_4db} The Active Communication column is set to True by default for both dynamically and manually added records. This field indicates whether the recipient requires active communication.

## Refreshing a recipients list {#major-issue-recipient-lists__section_qyb_qfk_4db}

Refresh a recipients list by selecting Refresh Recipient List on the Recipients List form. For major issue management, the following guidelines apply to refreshing a recipients list:

* Refreshing a recipients list doesn't impact manually created records.
* If you remove a manually created record from a recipients list, it doesn't reappear when the list is refreshed unless it meets the dynamic conditions used to filter the list.
* If you remove a dynamically generated record from a recipients list, it may reappear when the list is refreshed if it meets the dynamic conditions used to filter the list.
* If the Active Communication field is set to false for a record, this setting doesn't change when a recipients list is refreshed.
* If created using the Upload File method, you don't need to refresh the recipients list.
{#major-issue-recipient-lists__ul_cns_wfk_4db}
**Related tasks**   

* [Create a recipients list](https://www.servicenow.com/docs/otDHz7FRhZfhUl2rCwN7aQ "Create and save a list of users to receive targeted communications.")