---
sourceDocument: Australia Financial Services Operations
sourceDocumentLink: https://www.servicenow.com/docs/r/financial-services-operations

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Financial Services Operations

ft:clusterId :

    - finso

bundleId :

    - finso

workflow :

    - Customer and Industry


---

# Create a credit service case for a covenant breach

# Create a credit service case for a covenant breach or loan restructuring {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Create a credit service case to handle a covenant breach or restructuring of a loan.

## Before you begin

Role required:

* For a business loan service for a business customer (account or contact): sn_bom_credit_asmt.b2b_agent, sn_bom_credit_asmt.b2b_agent_connector, or sn_bom_credit_asmt.b2b_contributor
* For a personal loan service for a consumer: sn_bom_credit_asmt.b2c_agent, sn_bom_credit_asmt.b2c_agent_connector, or sn_bom_credit_asmt.b2c_contributor

{#create-credit-case-loan-ops__ul_hhp_gmk_jmb}  
Note:  
The applicable universal contributor role can also be assigned to create a case. For more information, see [User roles and FSO Business rules](https://www.servicenow.com/docs/GfYgzq0WnoNsNV2JDeWHRg "This section defines the various roles within Financial Services Operations Core and explains the business rules that guide the system’s actions.").  
Important:  
For the agent connector or contributor role to work, they must be combined with one of the roles in CSM industry data model or Contributor users. For more information, see [Roles and Personas](https://www.servicenow.com/docs/MTIqpkRRyB1b1FlKdColFw "Financial Services Operations (FSO) applications install agent connector and contributor roles to manage and monitor user privileges effectively. To provide the right level of access, these roles must be paired with roles in the CSM Industry data model and contributor user roles.").

## About this task

An API in the backend can also trigger a Covenant Breach credit service case when a breach is observed for a loan.

## Procedure

1. Navigate to AllFinancial Services OperationsWorkspace.
2. Select the lists icon (![lists icon]()).
3. In the Lists tab under Credit Service Cases, click All.
4. Click New.
5. In the New Credit Service Case dialog box, select the credit service that you want to create a case for.
   * To handle a covenant breach of a loan, select Covenant Breach.
   * To propose restructuring of a loan, select Loan Restructure Proposal.
   {#create-credit-case-loan-ops__choices_zqs_1n2_wnb}
6. Click Create.
7. On the form, fill in the required fields and any other related information that you've gathered from the customer.
8. Click Save.

## Result

The credit service case is created in the New state and is assigned to an assignment group or credit agent in the credit operations team. The assignment group or user that the case is assigned to is based on the assignment
rules.

## What to do next

As a credit agent, if the case is not assigned to you, you can assign the case to yourself and start working on it. You can also assign the case to any other credit agent.

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