Components installed with Case lines and workflows

Release version: Australia

Updated March 12, 2026

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Summary of Components installed with Case lines and workflows

The Case lines and workflows application in ServiceNow Australia release includes several components such as specialized tables, roles, and properties designed to manage case line items, their tasks, characteristics, and entitlements. These components extend the functionality of the standard Case and Case Task tables to better handle detailed case-related processes.

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Key Features

Tables:
- Case Line [sncaseline]: Stores case line item records linked to parent cases, extending the Case table (prefix CSL).
- Case Line Task [sncaselinetask]: Contains tasks related to case line items, extending the Case Task table (prefix CSLTASK).
- Case Line Characteristic [sncaselinecharacteristic]: Displays details about product offerings included in case lines (prefix CSLC).
- Case Line Entitlement [sncaselineentitlement]: Stores entitlements associated with case line items.
Roles: Designed to control access to case line and characteristic records, including:
- sncaseline.admin: Full create and update access to case line characteristic records.
- sncaseline.characteristiccreator/writer/delete/viewer: Granular permissions for creating, updating, deleting, and viewing case line characteristic records, contingent on access to parent case line items.
- sncaseline.viewer: General view access to case lines and workflows entities.
- sncaseline.characteristicreportviewer: Access to reports on case line characteristics with parent case line item access.
- sncustomerservice.casetaskagent: Existing role with read, write, and create access to case line tasks when assigned or in the same group, plus read access to related case and account/contact records.
- sncustomerserviceagent: Existing role with read, write, and update permissions on Case Line, Case Line Task, and Case Line Characteristic tables.
- sncustomerservice.customer: Existing customer contact role with read and write permissions on Case Line Characteristic records.
Properties:
- sncustomerservice.advancedentitlements: Controls visibility of the Entitlements related list on the Case Line form across CSM Configurable Workspace and Core UI. Setting to True shows the list; False hides it.

Key Outcomes

By installing these components, ServiceNow customers can more effectively manage detailed case line items and their associated tasks, characteristics, and entitlements. The defined roles ensure secure and appropriate access control tailored to user responsibilities, enhancing case handling and reporting capabilities within Customer Service Management environments.

Several types of components are installed with the Case lines and workflows application, including tables and roles.

Tables

Table 1. Case Lines and workflows tables
Table	Description
Case Line [sn_case_line]	The Case Line table stores case line item records that are created for parent cases. This table extends the Case table. The prefix for case line records is CSL.
Case Line Task [sn_case_line_task]	The Case Line Task table stores the tasks related to case line items. This table extends the Case Task table. The prefix for case line task records is CSLTASK.
Case Line Characteristic [sn_case_line_characteristic]	The Case Line Characteristic form displays details about the product offering included in a case line. The prefix for case line characteristic records is CSLC.
Case Line Entitlement [sn_case_line_entitlement]	The Case Line Entitlement table stores the entitlements that are associated with case line items.

Roles

The Case Lines and workflows application includes roles that provide access to case line item and case line characteristic records. It also updates some existing roles to provide this same access.

Table 2. Case lines and workflows roles
Role	Description	Includes roles
sn_case_line.admin	This user can create and update case line characteristic records.	sn_case_line.characteristic_creator sn_case_line.characteristic_writer sn_case_line.characteristic_delete sn_case_line.characteristic_viewer sn_case_line.characteristic_report_viewer sn_case_line.viewer
sn_case_line.characteristic_creator	This user can create case line characteristic records if they have access to the parent case line item record.	sn_case _characteristic_viewer
sn_case_line.characteristic_writer	This user can update case line characteristic records if they have access to the parent case line item record.	sn_case _characteristic_viewer
sn_case_line.characteristic_delete	This user can delete case line characteristic records if they have access to the parent case line item record.	sn_case _characteristic_viewer
sn_case_line.characteristic_viewer	This user can view case line characteristic records if they have access to the parent case line item record.
sn_case_line.viewer	This user can view case lines and workflows entities.
sn_case_line.characteristic_report_viewer	This user can view reports for the case line characteristic table if they have access to the parent case line item record.
Case task agent [sn_customerservice.case_task_agent]	This is an existing role. The case task agent has read, write, and create access for case line tasks: If the case task agent is the assigned user on the case task (assigned_to). If the case task agent belongs to the same assignment group as the assigned user. The case task agent has read access to the following: The parent order case and the case line items. The case line characteristic if they have read access to the associated case line item. Account and contact records for the parent order case. The case task agent can update the work notes, comments, attachments, and watch list of the parent order case and the case line items.	sn_customerservice.csm_workspace_user sn_customerservice.customer_data_viewer sn_customerservice.case_contributor_editor sn_csm_case_types.service_definition_viewer
Customer service agent [sn_customerservice_agent]	This is an existing role. The customer service agent role has read, write, and update permissions for the following tables: Case Line Case Line Task Case Line Characteristic	For more information, see Roles installed with Customer Service Management.
Customer contact sn_customerservice.customer	This is an existing role. The customer contact has read and write permissions in the Case Line Characteristic table	For more information, see Roles installed with Customer Service Management.

Properties

Table 3. Case Lines and workflows properties
Property	Description
sn_customerservice.advanced_entitlements	Displays the Entitlements related list on the Case Line form. True: the related list is visible. False: the related list is hidden. This property applies to both CSM Configurable Workspace and Core UI.