Order case line item form

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • The order case line item form displays details about an order case line on a case record.

    Table 1. Order case line item form fields
    Field Description
    Number The automatically generated record number. The prefix for numbers from the Order Case Line table is ORDCSL.
    Parent case Displays the related order line.
    Order line number The parent case for the order line item record.
    Account The name of the company that the order case is opened for.
    Contact The name of the customer contact for the order case.
    Product offering The product offering for the order case line item.
    Product specification The product specification for the order case line item.
    Product model
    Short description A brief description of the order case line item record.
    State The state of the order case line item record:
    • Draft
    • New
    • Work in Progress
    • Awaiting Info
    • Resolved - Accepted
    • Resolved - Denied
    • Cancelled
    Priority The priority of the order case line item record:
    • 1 - Critical
    • 2 - High
    • 3 - Moderate
    • 4 - Low
    • 5 - Planning
    Assigned to The assigned agent. If a group is selected in the Assignment group field, the assigned agent must belong to this group.
    Assignment group The assigned customer service agent group.
    Sold product A product, component, or service that has been sold to an account or a consumer.
    Request reason code The reason that the customer is requesting a change to the order case line item.
    • Increase Demand
    • Change in Contract
    • Initial input incorrect
    • Other
    Ordered quantity Stores the original ordered quantity.
    Requested quantity Stores the quantity change requested.
    Approved quantity Stores the quantity change approved by the agent.
    Expected start date
    Requested expected date
    Approved expected date
    Current shipping location Stores the original shipping location.
    Requested shipping location Stores the requested change in shipping location.
    Resolution code Choice list indicating the resolution states for the case.
    Close notes Details about how the case was closed.
    Additional comments Customer-viewable comments added to the activity stream.
    Work notes Comments and information added to the activity stream that are available only to internal users.