View cases in Draft state on the portal

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

    • Customers can view a list of cases in the Draft state from the Customer and Consumer Service Portals.

    When using playbooks on the Customer Service Portal or Consumer Service Portal, customers can view a list of cases in the Draft state by navigating to Home > My Lists > My Draft Cases. Selecting a case in the Draft state returns the user to the playbook intake stage and activities.

    Enabling the Draft state

    The Draft state for the base case is shipped as inactive by default. Customers can manually activate the Draft state in the Choice [sys_choice] table.
    1. Navigate to sys_choice.list.
    2. Select the following record:
      • Table = sn_customerservice_case
      • Element = state
      • Label = Draft
    3. Select Edit.
    4. Clear the Inactive check box.
    5. Select Update.

    For more information, see Choice list field type.

    Case draft state values system property

    The sn_customerservice.case_draft_state_values system property stores a comma-separated list of values for the Draft state choice list values for the cutomer service base case and case types. The default value for this property is 0.