Add orders or order lines to an order case

Add orders or order lines to an existing order case. You can also delete orders or order lines from an existing order case.

About this task

Adding orders or order lines to an existing case is determined by the value in the Scope of request field on the order case record.

• If the value is Specific line items, Single order, you can add order lines to the case.
• If the value is Multiple orders, you can add orders to the case.

Before you begin

Role required: sn_order_case.creator, sn_order_case.agent, sn_customerservice_agent, admin

Procedure

1. Open an order case record in CSM Configurable Workspace.
2. Select Add in the Order Case Line list.
3. Select the desired orders or order lines in the resulting modal.
   • Add orders to case: displays the available orders.
   • Add order lines to case: displays the available order lines.
4. Select Add in the modal.
   The system adds the selected orders or order lines to the Order Case Line list.