---
sourceDocument: Brazil Manufacturing
sourceDocumentLink: https://www.servicenow.com/docs/r/manufacturing

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Manufacturing

ft:clusterId :

    - mftg

bundleId :

    - mftg

workflow :

    - Customer and Industry


---

# Resolve a product non-conformance case playbook

# Resolve a product non-conformance case playbook {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read  
Use the guided product non-conformance case playbook to create a case, apply corrections, manage batch containment, and close the case with a resolution.

## Before you begin

Role required: Quality Issue Management Admin or Product Non-conformance Resolver (sn_mfg_qm.product_non_conformance_resolver)

## Procedure

1. Navigate to WorkspacesCRM WorkspaceListProduct Non Conformance CaseAllNew.  
   The guided Product Non Conformance Case playbook displays.
2. Create a non-conformance case
   1. Select Install Base.  
      The account associated with the install base item is displayed.
   2. Select Continue.
   {#mco-resolve-a-pnc-case-playbook__substeps_fkk_d5n_jjc}
3. Understand the issue
   1. Examine the product details  
      1. On the Product Details form, fill in the fields.

         For a description of the field values, see [Product details form](https://www.servicenow.com/docs/og3grE4DTXy9KBsRT3z2~g "The Product non-conformance details form enables you to add the case details.").
      2. Select Assign to me, to assign the case to self.
         * If the case is assigned to you and is in the New state, select Accept. The case moves from New to In Progress state.
         * If you need more information from the submitter, select Request Info. The Request Information pop-up is displayed and you can add your comments. A notification is sent to the submitter. The case moves to the Awaiting Info state, and the task SLA pauses. It resumes when the state is changed to In Progress.
         * If you try to mark the current activity complete while the case is in the Awaiting Info state, a message appears. The message states that a submitter response is required before you can proceed.
         * If more information is not needed from the submitter, select Info Received. The case moves to the In Progress state, and you can mark the current activity complete.
         {#mco-resolve-a-pnc-case-playbook__ul_z4v_rms_fkc}
      3. Select Save \& continue.
      {#mco-resolve-a-pnc-case-playbook__ol_o44_5yn_jjc}
   2. Manage the issue details  
      1. On the Issue Details form, fill in the fields.
      2. Select Save \& continue.
      {#mco-resolve-a-pnc-case-playbook__ol_snv_x14_jjc}
   3. Manage the documents  
      1. Select Add file and attach the required documents.
      2. Select Mark complete.
      {#mco-resolve-a-pnc-case-playbook__ol_pfn_cb4_jjc}

   {#mco-resolve-a-pnc-case-playbook__substeps_tck_ryn_jjc}  
   Note:  
   You cannot select Mark complete for the form if you have requested more (awaiting status) information from the submitter.
4. Apply correction
   1. Select Add.
   2. Select Edit to view and edit the correction actions form.  
      You can add [Correction actions form](https://www.servicenow.com/docs/BXa6eOVPwWueLW1Cc3lL3Q "The Correction action form enables you to enter the correction action details for the issue.") and [CoPQ expense line form](https://www.servicenow.com/docs/ESYrLCHdy9VEHWhoSrRDwA "The CoPQ expense line form enables you to enter the expense line details for product non-conformance..") details.
   3. Select Propose Solution.  
      Note:  
      Propose Solution is enabled when at least one correction action is added and is in the closed state.  
      The State is updated to Correction Proposed. The PNCC case on the Standard ticket page has two additional options Accept or Reject.
   4. Select Save.
   {#mco-resolve-a-pnc-case-playbook__substeps_czm_5b4_jjc}
5. Complete batch containment
   1. Identify the impact.  
      1. Select Add.
         1. On the Create New Impact Asset form, fill in the following details.
            * Issue
            * Status
            * Asset
            * Install base
            {#mco-resolve-a-pnc-case-playbook__mco-playbook-create-non-conformance_ul_tgh_vxy_m3c}
         2. Select Save.
         {#mco-resolve-a-pnc-case-playbook__ol_rcs_ksq_jkc}
      2. Select Import.
         1. Select the template to download and use.
         2. On the Import form, select Add file.
         3. Select the required XLSX file. It contains the following details:
            * Asset (Serial number)
            * Status (Optional)
            {#mco-resolve-a-pnc-case-playbook__ul_oh5_yhr_jkc}
         4. Select Upload.
         5. Select Import.
         6. Select Continue.

         {#mco-resolve-a-pnc-case-playbook__ol_e4m_nsq_jkc}  
         Note:  
         Multiple files can be uploaded. If the same file is re-uploaded without making the changes, then that file is skipped.
      {#mco-resolve-a-pnc-case-playbook__ol_c4m_nk4_jjc}  
      The system displays the status of the import and the number of records created or updated.
   2. Apply containment  
      1. Select Recommend containment.

         The containment actions are displayed. The case moves to the Closed Complete state.
      2. Select Use as template.

         Select the template based on your required correction action template. You can view the record source details.
      3. Select Add.
      4. Select Edit to view and edit the containment actions form.

         You can add [Correction actions form](https://www.servicenow.com/docs/BXa6eOVPwWueLW1Cc3lL3Q "The Correction action form enables you to enter the correction action details for the issue.") details.
      5. Select the Create work order activity. On the work order form, add the [Work order form](https://www.servicenow.com/docs/dCp8gFr~B9PW7uc3SdBRSA "Create and track field service work orders for on-site correction, containment, or repair activities linked to a QIM record.") details.
      6. Select Add Impacted asset, to add manually.
      7. Select Import asset to upload the impact asset XLSX file.
      8. Select Save.
      {#mco-resolve-a-pnc-case-playbook__ol_z43_xqw_jjc}
   {#mco-resolve-a-pnc-case-playbook__substeps_uq3_nk4_jjc}
6. Manage outcome
   1. Manage the Pre-Closure Checklist activity.  
      1. Select Create quality investigation.
      2. Select Continue.
      {#mco-resolve-a-pnc-case-playbook__ol_zkx_tl4_jjc}
   2. Finish the process.  
      1. Select State.
      2. To close, select Closed Complete.
      3. Select Resolution code.
      4. For the resolution, select Solved.
      5. Enter your resolution details in the Resolution notes field.
      6. Select Close.
      {#mco-resolve-a-pnc-case-playbook__ol_alx_tl4_jjc}
   {#mco-resolve-a-pnc-case-playbook__substeps_axb_wl4_jjc}
7. At any point before the case is closed, select Summarize from the ServiceNow Otto context menu on the case.  
   This option is available only in the Workspace view.

   The system generates two summaries at the same time:
   * A brief summary, displayed in the panel. It includes a title, a short description of the case, and highlights such as when the case was opened, severity, and priority. Select the copy icon to copy the summary text.
   * A detailed summary appears in the report section. This summary remains available even after you close the case.

   {#mco-resolve-a-pnc-case-playbook__ul_i4v_pq5_3kc}  
   Note:  
   Selecting Summarize again regenerates both summaries and overwrites the previous versions. AI-generated summaries may be inaccurate or incomplete. Review the summaries before relying on them.
{#mco-resolve-a-pnc-case-playbook__steps_xln_mcz_3kc}

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