---
sourceDocument: Brazil Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/customer-service-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Add the Internal User field to the Case form

# Add the Internal User field to the Case form {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Add the Internal user field to the Case form for the Case view
and the Workspace view.

## Before you begin

Role required: csm_guided_setup_user or admin

## About this task

The Internal User field displays the name of an internal user.
When an agent is creating a case on behalf of someone else, they can use this field
to identify the person requesting assistance. This user can be an internal employee
asking for help for an account, consumer, or service organization, or for
themselves.

With the Case Management Core plugin (com.sn_customerservice), agents can
create cases for internal employees or on behalf of their accounts and consumers.
Additional plugins provide additional functionality for the Internal User field. For more information, see [Contributor
users](https://www.servicenow.com/docs/PNGxubU~rwwiSsn~1ebYJw "With contributor user roles, you can engage both internal and external users to report customer issues and requests.").

## Procedure

1. Navigate to AllCustomer ServiceAdministrationGuided Setup and click Get Started.
2. In the Case Management category, click Get Started.
3. Click Add Internal User Field to the Case Form View.
4. Add the Internal user field to the Case form for these views: Case and Workspace.
**Related topics**   

* [Create and delete views](https://www.servicenow.com/docs/access?context=create-delete-view&version=brazil&pubname=brazil-platform-user-interface&ft:locale=en-US)

*[\>]: and then