Case task type selector

Release version: Australia

Updated March 12, 2026

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Summary of Case Task Type Selector

The case task type selector is a critical component for customer service agents, enabling them to create specific tasks while managing cases. This selector allows agents to choose services tailored to the tasks they are handling, which varies depending on the context of the case creation.

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Key Features

Dynamic Service Selection: Agents can select services based on their current case context, whether from a case task list or a case record.
Service Auto-Fill: When creating tasks, the service field is automatically populated with the relevant case service, streamlining the task creation process.
Multiple Creation Methods: Agents can create case tasks through various methods, including case task lists, case records, dynamic related records, case playbook stages, and activity viewers.
Declarative Actions: Some actions related to case types are disabled by default and can be configured by system administrators.

Key Outcomes

By using the case task type selector, ServiceNow customers can enhance the efficiency of their customer service operations by ensuring that tasks are correctly aligned with the relevant services and case types. This leads to improved task management and a more streamlined workflow for agents, ultimately contributing to better service delivery.

The case task type selector is a component that provides customer service agents with a way to create the right types of tasks while working on cases.

Using the case task type selector, agents can select services and create case tasks specifically for those services. The selections that an agent can make within the case task type selector depends on where they create a case task from.

Table 1. Case Type Task Selector Options
When an agent creates a case task from a case task list, they can select a service in the case task type selector.	Figure 1. Case task type selector (case task list view)
When an agent creates a case task from a case record, the case task type selector shows related services based on the case type.	Figure 2. Case task type selector (case record view)

An agent working on a case or a case type can create case tasks in the following ways.

Table 2. How to create case tasks

Select New from a case task list	The Service task field on the case task type selector shows all of the related services where the target table is Case Task [sn_customerservice_task] and extensions of Case Task.
Select New from the Tasks related list tab on a case record	The Service field is auto-filled with the case service. The Case task service field lists the task services related to the case service. If the case has no service, the Service task field shows all of the related services where the target table is Case Task [sn_customerservice_task] and extensions of Case Task.
Select the + icon on the related records task list in the Dynamic Related Records component	The Case task service field on the case task type selector shows the following services: The task services related to the case service. The related services where the service target table is Case Task and extensions of Case Task.
Select Create Task in a case playbook stage	The Service field is auto-filled with the case service. The Case task service field lists the task services related to the case service.
Select Create Task in the activity viewer	The Service field is auto-filled with the case service. The Case task service field lists the task services related to the case service.

Some declarative actions available with the Customer Service Case Types plugin are disabled by default. For more information, see Configure case type declarative actions.

Configuring service definitions for cases and case tasks

The system administrator creates the service definitions for cases and case tasks, along with their relationships. The service definition manager and service definition admin can also create these service definitions and relationships.

For case task service definitions, the system administrator can include logic and default field values that the system uses when creating the case tasks. For more information, see Configuring service definitions.