Case line item form

  • Release version: Australia
  • Updated March 12, 2026
  • 3 minutes to read

    • The case line item form displays details about a case line item on a case record.

    Agents can use the case line item form to create a new case line item record and to view and edit an existing case line item record. When editing, agents can:
    • Change the reason code
    • Change the Priority, Assigned to, and Contact

    To access a case line item record, navigate to All > Customer Service > Cases > All Line Items and select a record. Users with the following roles can access this list: system administrator, customer service agent, and customer service manager.

    The case line item form includes the following related lists:
    • Case Line Tasks
    • Case Line Characteristics
    Table 1. Case line item form fields
    Field Description
    Number The automatically generated record number. The prefix for numbers from the Case Line table is CSL.
    Parent case The parent case for the case line item record. This field is mandatory.
    Parent case line The parent case line for the case line item record. This field supports the case lines hierarchy.
    Top case line The top case line for the case line item record. This field supports the case lines hierarchy.
    Account The name of the company that the case is opened for.
    Contact The name of the customer contact for the case.
    Product offering This field is a reference to the Product Offering table [sn_prd_pm_product_offering].
    Product specification This field is a reference to the Product Specification table [sn_prd_pm_product_specification].
    Product model This field is a reference to the Product Model table [cmdb_model].
    Short description A brief description of the case line item record.
    State A case line item record can be in any of the following states:
    • Draft
    • New
    • Work in Progress
    • Awaiting Info
    • Resolved - Accepted
    • Resolved - Denied
    • Canceled
    If all of the case line items on a record are in one of the following terminal states, the system syncs the record state to the case line item state:
    • Resolved - Accepted
    • Resolved - Denied
    • Canceled

    Actions such as Submit Case and Assign to me change the state of the case and the case lines.
    Priority The priority of the case line record:
    • 1 - Critical
    • 2 - High
    • 3 - Moderate
    • 4 - Low
    • 5 - Planning
    Assigned to The agent assigned to the case line item record.
    Request reason code The reason for the requested change. Can be different for each case line item.
    • Increase Demand
    • Change in Contract
    • Initial input incorrect
    • None
    Sold product This field is a reference to the Sold Product table [sn_install_base_sold_product].
    Install base This field is a reference to the Install Base Item table [sn_install_base_item].

    If the Account field is populated, this field displays the install base items for the selected account.
    Asset This field is a reference to the Asset table [asset].

    If the Account field is populated, this field displays the assets for the selected account.

    If the Product model field is populated, this field displays the assets associated to the selected product model.

    If both the Account and Product model fields are populated, this field displays the assets associated with selected account and product model.
    Resolution code A code that indicates the resolution state of the case line item record.
    • Change approved
    • Added replacement product
    Resolution Notes The agent can use this field to specify how they reached the decision to either accept or deny a change to a case line item.
    Contributor Users This field is populated when a case line task is assigned to a case task agent.
    Contributor Groups This field is populated when a case line task is assigned to a case task agent.
    Work notes Enables users to post work notes to the record.