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

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Order Operations Case Management

# Order Operations Case Management {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 5 minutes to read
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## Summary of Order Operations Case Management

The Order Operations Case Management application enables customer service agents to efficiently manage and resolve issues related to multiple customer orders or specific products within those orders.
By using the Orders case type, agents can create cases that reference multiple orders or order lines as individual case line items, allowing independent tracking and resolution of each issue before closing the overall case.
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This application is designed to handle common order-related issues such as change requests (quantity, delivery date, shipping address), price discrepancies, incorrect items received, and cancellations. It enhances order management by enabling agents to create, edit, and manage order cases and their associated case line items, streamlining communication and resolution processes.

## Key Features

* Create new order cases and add multiple orders or order lines as case line items.
* Add or remove orders or order lines from existing cases and edit case line details.
* Track requested changes on case line items and create tasks assigned to agents or teams.
* Manage and monitor the progress of order-related requests and actions.
* Resolve individual case line items independently before closing the overall case.
* Supports various methods for case creation, including from customer orders, interactions, or list views.
* Includes case type selector modal to choose order-related services like Sales Order Change Request or Sales Order Dispute.
* Available in CRM Workspace and Core UI with relevant list views and components.

## Practical Use and Benefits

Order issues such as inventory mismatches, payment or shipping errors, and customer-driven changes are common in business operations. This application centralizes and simplifies the handling of these issues, reducing resolution time and improving customer satisfaction. Agents can document detailed requests, coordinate with logistics or billing teams, and ensure accurate order fulfillment.

Example scenarios include:

* Adjusting ordered quantities or delivery dates.
* Updating shipping addresses post-order.
* Resolving pricing disputes and billing errors.
* Managing returns and sending correct products.
* Cancelling specific items within orders.

## Using the Application

Agents initiate order cases by selecting orders or order lines and choosing an appropriate service type. The intake form captures key details such as account, scope, order number, and a brief description. Cases start in a draft state, allowing further edits before submission. Once submitted, the case and its line items enter a new state where agents can assign tasks, track progress, and resolve issues.

## Additional Information

The Order Operations Case Management plugin (com.snordercase) is available from the ServiceNow Store and includes necessary tables, roles, service definitions, and workflows to support comprehensive order case handling. It integrates smoothly within the ServiceNow platform, offering both CRM Workspace and Core UI accessibility.  
The Order Operations Case Management application enables customer service agents to create cases for multiple customer orders or for specific products within an order.
Figure 1. Order case page with Order Case Line list

The Order Operations Case Management application includes the Orders case type. This case type provides the ability to reference multiple orders or order lines as case line items on an order case record. By using case line
items, agents can track multiple issues for the same order case and resolve the issues in each case line item independently before resolving and closing the order case.  
Use order cases to handle issues such as change order requests, including changes in ordered quantities or expedited shipping requests, or other order-related issues. With this application, agents can:

* Create new order cases and add the requested orders or order lines to the case as case line items.
* Add or remove orders or order lines from existing order cases.
* Edit existing case line items or create new case line items for order cases.
* Review the changes that have been requested on case line items.
* Create tasks for case line items and assign them to other agents or team members.
* Manage and track the requests and the actions taken to fulfill orders.
* Resolve the individual case line items before resolving the case.
{#csm-case-mgmt-order-ops__ul_plm_ymx_2dc}

## Benefits of using order cases {#csm-case-mgmt-order-ops__section_yx2_mzx_fdc}

Businesses can encounter order issues for many reasons such as inventory discrepancies, payment processing problems, or shipping and delivery errors. Order issues can also result from customer input mistakes or changes in
customer needs, such as faster shipping or quantity changes. The following table provides some examples of these issues and the resulting order cases.  
{#csm-case-mgmt-order-ops__table_x34_d1y_fdc__entry__3}

| Reason | Request/Issue | Order case example |
|-|-|-|
| Change in quantity | A customer wants to increase or decrease the quantity of an item in their order. | An order case is created to document the request and confirm stock availability.​ |
| Change in delivery date | A customer requests to change the delivery date for their order. | An order case is created to coordinate with logistics and confirm the new delivery schedule.​ |
| Change in address | A customer needs to update the shipping address after placing the order.​ | An order case is created to ensure the change is processed before shipping.​ |
| Price discrepancy | A customer notices that the price charged differs from the agreed price. | An order case is created to investigate and correct the billing.​ |
| Incorrect item ordered | A customer received the wrong product. | An order case is created to initiate the return process and ensure the correct item is sent.​ |
| Cancellation of order lines | A customer wants to cancel specific items in their order. ​ | An order case is created to confirm which items can be canceled and update the order accordingly. |
[Table 1. Order case examples]

{#csm-case-mgmt-order-ops__table_x34_d1y_fdc}

## Overview of creating an order case {#csm-case-mgmt-order-ops__section_utr_fnx_2dc}

The following table provides an overview of the process for creating an order case. For detailed steps, see [Create an order case](https://www.servicenow.com/docs/Lxgr62mr7laL7H4a5KnO0g "Create an order case for a customer order or for selected order lines.").  
{#csm-case-mgmt-order-ops__table_hpc_lhk_fdc__entry__2}

| Step | Description |
|-|-|
| Creating an order case | An agent can create an order case in the following ways: * Selecting Create case from a customer order. * Selecting Create case from the Order Line Items list on a customer order (after selecting one or more order lines). * Selecting Create case from an interaction record. * Selecting New from the Order Cases list view. {#csm-case-mgmt-order-ops__ul_dy4_nhk_fdc} |
| Selecting a service | After initiating an order case, the agent selects 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. |
| Filling in details on the Create New Order Case intake form | Selecting Create case from the case type selector modal displays the 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. {#csm-case-mgmt-order-ops__ul_bnt_z3k_fdc} Depending on where the agent creates the order case from, some of these fields are auto filled. |
| Viewing the order case record | Selecting Save on the intake form creates the Order case record in Draft state. From this record, agents can: * Add orders or order lines to the order case. * Delete orders or 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. * Create tasks for order case line items. {#csm-case-mgmt-order-ops__ul_s3p_rkk_fdc} |
| Submitting the order case record | Selecting Submit on the Order case record moves the order case and the order case line items to the New state. Once in the New state, agents can begin working to resolve the order case. This includes [creating tasks for order case line items](https://www.servicenow.com/docs/mWylmaJ5XySrDdjbz9Yr4w "Create a task for an order case line item."), assigning them to other agents or team members, and monitoring case progress. |
[Table 2. Steps for creating an order case]

{#csm-case-mgmt-order-ops__table_hpc_lhk_fdc}

## Order Operations Case Management plugin {#csm-case-mgmt-order-ops__section_vyh_lyh_2cc}

Order Operations Case Management (com.sn_order_case) is a case management application for handling support requests on orders or order lines. This application enables customers to process order-related services such as inflight
order changes, order inquiries, and order dispute requests. It provides an order case type that includes order line items that need changes, workflows, and agent and customer experiences.  
The Order Operations Case Management application includes list views for CRM Workspace and Core UI.

* In CRM Workspace, expand the Order Cases list category in the Lists tab.
* In Core UI, navigate to AllCustomer Order ManagementOrder Cases.
{#csm-case-mgmt-order-ops__ul_nyr_13w_tcc}

The Order Operations Case Management application also includes tables, roles, service definitions and other components. For more information, see [Components installed with Order Operations Case Management](https://www.servicenow.com/docs/ST_t0vntttj8yOvpGTaEcg "Several types of components are installed with the Order Operations Case Management application, including tables, roles, and service definitions.").

The Order Operations Case Management application is available from the ServiceNow Store.

## Request apps on the Store {#csm-case-mgmt-order-ops__id_mql_xrt_cwb}

Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the [ServiceNow Store version history release notes](https://www.servicenow.com/docs/r/store-release-notes/sn-store-release-notes.html).{#csm-case-mgmt-order-ops__inline-send-to-store}
**Related concepts**   

* [Case Lines and Workflows](https://www.servicenow.com/docs/fLmHOBCPQpA0ZFK5nxKrhA "The Case lines and workflows application provides the ability to reference multiple line items on a case record. Agents and customers with the sn_customerservice.customer role can use these line items to capture, track, and resolve multiple related issues in a single case.")

*[\>]: and then