Actionable case flows

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
    • Summarize
    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 Actionable Case Flows

    Actionable case flows automate the creation and resolution of blocking tasks for customer service cases, enhancing efficiency in case management. The Case Action Status plugin offers predefined flows that are enabled by default, allowing users to quickly address customer needs without manual intervention. Users can disable specific flows if blocking tasks are not required for certain actions.

    Show full answer Show less

    Key Features

    • Predefined Flow Designer Actions: Includes actions such as Add Blocking Task, Inactivate Blocking Task, and Set Needs Attention Flag.
    • Flows for Customer Service Cases: These flows cover various scenarios, such as creating blocked records when customer information is needed or resolving them upon case or task closure.
    • Flows for Customer Service Orders: Similar to case flows, these actions manage blocked records related to order cases, including setting needs attention based on additional comments.
    • Flows for Problem Records: Specific flows address blocking tasks associated with problems, allowing resolution when fixes or workarounds are communicated.

    Key Outcomes

    By utilizing actionable case flows, ServiceNow customers can expect streamlined case management processes, ensuring timely responses to customer queries and efficient resolution of issues. This leads to improved customer satisfaction and operational effectiveness.

    Actionable case flows contain predefined user actions that automatically create and resolve blocking tasks for customer service cases.

    The Case Action Status plugin provides several actionable case flows that create and resolve blocking tasks for different case-related actions. These flows are enabled by default. If you don't want to create blocking tasks for a specific action, disable the associated flow.

    To view these flows, navigate to Customer Service > Administration > Actionable Case Flows.

    Flow Designer actions

    Case flows use the following predefined Flow Designer actions:
    • Add Blocking Task
    • Inactivate Blocking Task
    • Set Needs Attention Flag

    Flows for customer service cases

    The case action status feature provides the following flows for customer service cases.
    • Create blocked by record if case needs customer information
    • Create blocked by record if Case Task is associated with case
    • Create blocked by record if Change Request is associated with case
    • Create blocked by record if SC Request is associated with case
    • Create blocked by record if Work Order is associated with case
    • Create blocked by record if Incident is associated with case
    • Create blocked by record if Problem is associated with case
    • Resolve blocked by record if Case Task is closed
    • Resolve blocked by record if Change Request is closed
    • Resolve blocked by record if Incident is closed
    • Resolve blocked by record if Problem is closed or Fix is communicated
    • Resolve blocked by record if Problem is closed or Fix/Workaround is communicated
    • Resolve blocked by record if SC Request is closed
    • Resolve blocked by record if user information is provided for case
    • Resolve blocked by record if Work Order is closed or cancelled
    • Set Needs Attention if additional comments are added by others
    • Update case when blocked by record is created
    • Update case when Needs attention field is toggled

    Flows for customer service orders

    The case action status feature provides the following flows for customer service orders.
    • Create blocked by record if order case needs customer information
    • Resolve blocked by record if user information is provided for order case
    • Set Needs Attention if additional comments are added by others on order case
    • Update order case when Needs attention field is toggled

    Flows for problem records associated with a case

    If a problem is associated with a case with the Need task resolution blocking reason, a case flow is provided to resolve the blocking task when a fix is communicated or the problem record is closed or cancelled.

    If a problem is associated with a case with the Need PRB workaround blocking reason, a case flow is provided to resolve the blocking task when a workaround is provided or the problem record is closed or cancelled.