Case task form

The case task form displays information about case tasks, which are created and assigned to users to complete the work necessary to resolve customer service cases.

The case task form includes the following fields.

Tableau 1. Case task form fields

Field	Description
Number	The automatically assigned case task number.
Parent case	The number of the parent case. This can be a case from the Case [sn_customerservice_case] table or any child tables of the Case table.
Parent	The number of the parent record if the task is created from a type of record other than a case. This field is populated when a case task is created from a non-case record such as an incident, problem, change, or request. This field is a reference to the Task [task] table. Remarque : You may need to configure the case task record to display the Parent field.
Contact	The contact for the parent case. This field is a reference to the Contact [customer_contact] table.
Account	The account for the parent case. This field is a reference to the Account [customer_account] table.
Consumer	The consumer for the parent case. This field is a reference to the Consumer [csm_consumer] table.
Subject	The subject of the case task.
Description	A description of the work that needs to be done in order to complete the case task.
Service	If a service has been selected for a case task, the service is displayed in this field. The Service field is a reference to the Service Definitions table (sn_case_type_selection). Remarque : The Customer Service plugin (com.sn_customerservice) and the Customer Service Case Types plugin (com.snc.csm_case_types) are required for the Service field to appear on case task lists and forms.
Priority	The assigned priority of the case task: 1 - Critical 2 - High 3 - Moderate 4 - Low (default)
State	The current state of the case task: Open Closed
Assigned to	The assigned user.
Service	This field is a reference to the Service [cmdb_ci_service] table.
Work notes list	Internal users who receive a notification about this case when work notes are added. You can only add internal users to the work notes list.
Work notes	Information about the case task, such as steps taken toward resolution. Internal users who have been added to the Work notes list receive a notification when work notes are added to a case task.
Additional comments	Customer-viewable comments. Each comment is inserted into the Activity field when the user selects Post.
Visible to customer	If this check box is enabled, the case task is visible to end users from the Customer or Consumer Portals.