Components installed with Case lines and workflows

  • Freigeben Version: Australia
  • Aktualisiert 12. März 2026
  • 2 Minuten Lesedauer

    • Several types of components are installed with the Case lines and workflows application, including tables and roles.

    Tables

    Tabelle : 1. Case Lines and workflows tables
    Table Description
    Case Line

    [sn_case_line]

    		 The Case Line table stores case line item records that are created for parent cases. This table extends the Case table.

    The prefix for case line records is CSL.
    Case Line Task

    [sn_case_line_task]

    		 The Case Line Task table stores the tasks related to case line items. This table extends the Case Task table.

    The prefix for case line task records is CSLTASK.
    Case Line Characteristic

    [sn_case_line_characteristic]

    		 The Case Line Characteristic form displays details about the product offering included in a case line.

    The prefix for case line characteristic records is CSLC.
    Case Line Entitlement

    [sn_case_line_entitlement]

    		 The Case Line Entitlement table stores the entitlements that are associated with case line items.

    Roles

    The Case Lines and workflows application includes roles that provide access to case line item and case line characteristic records. It also updates some existing roles to provide this same access.

    Tabelle : 2. Case lines and workflows roles
    Role Description Includes roles
    sn_case_line.characteristic_creator This user can create case line characteristic records if they have access to the parent case line item record. sn_case _characteristic_viewer
    sn_case_line.characteristic_writer This user can update case line characteristic records if they have access to the parent case line item record. sn_case _characteristic_viewer
    sn_case_line.characteristic_delete This user can delete case line characteristic records if they have access to the parent case line item record. sn_case _characteristic_viewer
    sn_case_line.characteristic_viewer This user can view case line characteristic records if they have access to the parent case line item record.
    sn_case_line.characteristic_report_viewer This user can view reports for the case line characteristic table if they have access to the parent case line item record.
    Case task agent

    [sn_customerservice.case_task_agent]

    		 This is an existing role.
    The case task agent has read, write, and create access for case line tasks:
    • If the case task agent is the assigned user on the case task (assigned_to).
    • If the case task agent belongs to the same assignment group as the assigned user.
    The case task agent has read access to the following:
    • The parent order case and the case line items.
    • The case line characteristic if they have read access to the associated case line item.
    • Account and contact records for the parent order case.

    The case task agent can update the work notes, comments, attachments, and watch list of the parent order case and the case line items.
    • sn_customerservice.csm_workspace_user
    • sn_customerservice.customer_data_viewer
    • sn_customerservice.case_contributor_editor
    • sn_csm_case_types.service_definition_viewer
    Customer service agent

    [sn_customerservice_agent]

    		 This is an existing role.
    The customer service agent role has read, write, and update permissions for the following tables:
    • Case Line
    • Case Line Task
    • Case Line Characteristic
    		 For more information, see Roles installed with Customer Service Management.
    Customer contact

    sn_customerservice.customer

    		 This is an existing role.

    The customer contact has read and write permissions in the Case Line Characteristic table

    		 For more information, see Roles installed with Customer Service Management.

    Properties

    Tabelle : 3. Case Lines and workflows properties
    Property Description
    sn_customerservice.advanced_entitlements Displays the Entitlements related list on the Case Line form.
    • True: the related list is visible.
    • False: the related list is hidden.

    This property applies to both CSM Configurable Workspace and Core UI.