Creating case line items and case line tasks

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Creating Case Line Items and Case Line Tasks

    This guide covers the process for ServiceNow agents to create case line items and associated tasks within the platform. Agents can manage case lines efficiently, enhancing case management through structured task creation linked to case line items.

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    Key Features

    • Creating Case Lines: Agents can create new case line records in both CSM Configurable Workspace and Core UI. The new case line record is initialized in a Draft state with essential fields copied from the parent case, including Account, Contact, Parent case, Priority, Assignment group, and Assigned to.
    • Bundled Products: If a bundled product is added, individual case line items will be automatically created for each component upon saving the record.
    • Case Line Tasks: Agents can generate tasks for each case line item using the Create case line task action. The task form is partially pre-filled with relevant case line details, streamlining task creation.
    • Case Line List Action Bar: The action bar provides options to create new case lines, add existing lines, edit, assign, or delete case lines directly from the case record.

    Key Outcomes

    By utilizing these functionalities, ServiceNow customers can efficiently manage case line items and tasks, ensuring streamlined workflows and effective case resolution. Tasks linked to case lines help in tracking progress and responsibilities, leading to improved accountability and service delivery.

    Agents can create case line items for cases and create tasks for case line items.

    Creating case lines

    To create a case line record:
    • CSM Configurable Workspace: Open a case and select New on the Case Line list action bar to open a new case line record in the Draft state.
    • Core UI: Open a case and select New on the Case Lines related list on the case record to open a new case line record in the Draft state.
    The information in the following fields is copied from the parent case:
    • Account
    • Contact
    • Parent case
    • Priority
    • Assignment group
    • Assigned to

    If a bundled product is added to a case line item record, the system creates a case line item for each component in the bundle after the agent saves the new case line item record. The case line characteristics are also created for each component.

    Create a case line task

    The case line item record includes a Create case line task action that agents can use to create tasks for a case line item.
    1. Open a case line item record.
    2. Select Create case line task to open a Create new case line task form.

      Some fields on this form are auto populated with details from the Case line record.

    3. Enter additional information as needed.
    4. Select Save to create the case line task record.

      Case line tasks appear in the Tasks tab on the case line item record.

    Case Line list action bar

    In CSM Configurable Workspace, the Case Line list action bar appears at the top of the Case Line list component on a case record.

    Agents can add case lines from existing entities, such as orders or invoices, or create new case lines.
    • New: Opens a Create New Case Line record in a separate tab. Fill in the fields and select Save to add the case line to the list.
    • Add: Displays the Add lines to case modal. Select one or more lines and then select Add to add the selected case lines to the list.
    After selecting a case line, users can edit the case line details, assign a case line to themselves, or delete a case line.
    • Edit: Displays the details for the selected case line in a panel. Make the necessary changes and select Update at the bottom of the panel.
    • Assign to me: Assigns the selected case line to the current user.
    • Delete: Deletes the selected case line. Select Delete all in the confirmation pop-up window.