Creating an order case

Release version: Australia

Updated March 12, 2026

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Summary of Creating an Order Case

Agents can create order cases in ServiceNow from various sources such as customer orders, interaction records, or directly from the Order Cases list in the CSM Configurable Workspace. This process allows agents to efficiently manage order-related issues.

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Key Features

Creation Methods: Agents can create order cases by selecting options from customer orders, order line items, interaction records, or the Order Cases list view.
Case Type Selector: After initiating a case, agents can choose from available order-related services like Sales Order Change Request or Sales Order Dispute.
Intake Form: Agents fill out a form with details such as Account, Scope of request, Order number, and Short description—some fields may auto-fill based on the creation source.
Order Case Management: Agents can add, delete, and edit order lines and case line items, as well as assign tasks to team members after submitting the order case.

Key Outcomes

Once an order case is submitted, it transitions to the New state, allowing agents to begin resolution efforts. The Scope of request field helps in determining whether to create cases for specific line items or multiple orders, thus enhancing the management of customer orders and ensuring efficient service delivery.

Agents can create order cases from a customer order, from an interaction record, or from the Order Cases list view in CSM Configurable Workspace.

Agents can create order cases in the following ways:

Selecting Create case from a customer order.
Selecting Create case from the Order Line Items list on a customer order. (This action is enabled if one or more order lines are selected.)
Selecting Create case from an interaction record.
Selecting New from the Order Cases list view.

After initiating an order case, the agent can select an order-related service from the case type selector modal. This modal displays the services that are available for order cases, such as Sales Order Change Request or Sales Order Dispute.

Selecting Create case from the case type selector modal displays the Create New Order Case intake form where the agent can enter the following order case details:

Account: the account for the order.
Scope of request: the agent can create a case for order lines from a single order or for multiple complete orders.
Order number: the order number associated with the order case.
Short description: a brief description of the order case.

Note:

Depending on where the agent creates the order case from, some of these fields are auto filled.

Selecting Save on the intake form displays the Order case record page. From this record, agents can:

Add order lines to the order case.
Delete order lines from the order case.
Create new order case line items.
Edit the details of order case line items.
Assign order case line items to themselves.

Selecting Submit on the Order case record moves the order case and the order case line items currently in the Draft state to the New state. Once in the New state, agents can begin working to resolve the order case. This can include creating tasks for order case line items and assigning them to team members.

Scope of request

An agent can create the following types of order cases:

Cases that reference one or more order lines from a single customer order.
Cases that reference multiple complete customer orders.

The Order case record includes the Scope of request field. Depending on where the agent initiates the creation of an order case, this field is auto-filled with one of the following values:

Specific line items, Single order: The system creates an order case and converts the selected order lines from the customer order to case line items on that order case.
Multiple orders: The system creates an order case and converts the order header from each customer order to a case line item on that order case.

For example, if an agent creates an order case by selecting Create case on a customer order, the scope of request is Multiple orders. If an agent selects one or more order lines and then selects Create case from the Order Line Items list on a customer order, the scope of request is Specific line items, Single order.

Add orders and order line items to an order case

Order cases include a list of order case line items. Depending on how the order case is created, these case line items represent either customer orders or order lines from a single order.

Once an order case has been created, agents can add additional orders or order lines to that case by selecting Add on the Order Case Line action bar. Selecting this action displays a modal that shows information based on the values in the Origin table field and Order number field on the case record.

If the Origin table is set to Customer Order and the Order number field is empty, the case type selector modal shows a list of orders associated with the account selected in the Account field. The case type selector modal displays "Add orders to case".
If the Origin table is set to Customer Order and the Order number field includes an order, the case type selector modal shows a list of order lines associated with that order. The case type selector modal header is "Add order lines to case".

The agent can select a line item from the modal and then select Add to add it to the order case as an order case line item.