Case management for CSM release notes

  • Release version: Australia
  • Updated March 12, 2026
  • 4 minutes to read

    • The ServiceNow® Case management for CSM application enables customer service organizations and support teams to collaborate on customer problems proactively to resolve issues. Case management for CSM was enhanced and updated in the Australia release.

    Case management for CSM highlights for the Australia release

    • Add dependencies between task plan template items to define predecessor–successor relationships using the supported dependency types: Finish to start, Start after start, and Start together
    • Provide a visual governance experience to define and manage user access enabling business process owners to configure relationships with clarity.
    • Major cases now have the same case type as the original case, and associated child cases also have the same case type.
    • Enhancements to task plan templates to support task dependency, and to support document attachments in task plan template items.
    • Migrating several applications from family to store.

    See Case management for Customer Service Management for more information.

    New in the Australia release

    Task dependencies for task plan templates
    Define dependency relationships between template items in the [sn_task_plan_template_dependency] table, and upon applying the template, create and store the resulting task dependencies in the [sn_task_dependency_m2m] table to ensure controlled task sequencing through predecessor–successor relationships.
    Document References in Task Plan Templates
    Add documents to Task Plan Template items, storing document references in the [sn_task_plan_template_document] table and making them accessible through form views and related lists based on template state and user permissions, ensuring secure and controlled document access aligned with template‑level permissions
    Create and manage dependencies between template items using the supported dependency types. Users can apply a template at any time after the template is published. Validate dependencies using built‑in checks (including circular dependency validation) to help prevent invalid dependency definitions.
    The following dependency types are supported:
    • Finish to- start: the successor task starts when the predecessor task is completed.
    • Start after start: the successor task starts when the predecessor task is started.
    • Start together: both tasks start at the same time.
    Provide a visual governance experience to define and manage user access enabling business process owners to configure relationships with clarity.

    Changed in this release

    Granular viewer roles for Case Management
    Added new read-only roles within Case Management. These include the following:
    • Customer Service All Case Viewer [sn_customerservice.all_cases_viewer]
    • Case Playbook for Complaint Viewer [sn_complaint.viewer]
    • Case Playbook for Onboarding Viewer [sn_onboarding.viewer]
    • Action Status Viewer [sn_action_status.viewer]
    • Customer Service Document Template Viewer [sn_csm_doctemplate.viewer]
    • Case Digest Viewer [sn_csm_case_digest.viewer]
    • Customer Project Management Viewer [sn_csm_ppm.viewer]
    • Case Type Configuration Viewer [sn_scm_case_type.config_viewer]
    • Case Line Viewer [sn_case_line.viewer]
    Major Issue Management
    Case Type consistency improvements: This update ensures case type consistency when creating and managing major cases and their related child cases, improving accuracy and reducing manual correction.
    • Create major cases automatically upon approval, and major cases now inherit the same case type as the originating case.
    • Promote the proposed case directly to a major case I-if no account or consumer or partner exists on the originating major case.
    • Use the major case's case type and inherit the fields defined in (sn_customerservice.case_fields_to_sync) property or defined through extension point for child cases.
    Task plan templates
    Add flexible task dependency management to task plan templates, and support for attachments.
    • Schedule offsets can be defined when creating dependencies, allowing tasks to start within a specified time period (minutes, hours, days, or weeks).
    • Configure and manage task dependencies directly from task dependency list and view layouts.
    • Built‑in validations prevent circular dependencies, ensuring task plans remain accurate and reliable.
    • Ability to attach documents to tasks or cases.
    • Select Apply Template for any published task plan templates to automatically add all document references from the original template items to the newly created tasks, ensuring seamless access for task owners to all required documents.
    Case type selector for creating cases
    The case type selector is now activated by default when creating cases of these types:
    • Interaction
    • Account
    • Contact
    • Consumer
    • Sold product
    • Install base item
    • Related lists: child case, case task
    • List view
    • Case task list view

    UI changes

    Manager Workspace landing page
    The following UI components have been added in the Task Plan Template table:
    • The Template Dependencies tab displays a node‑map view of dependencies between template items in saved task plan template records. Each dependency appears as a labeled edge between nodes, indicating its type (Finish to start, Start after start) or Start together). Select Edge to edit or delete the dependency, based on your role.
    • The Share Plan modal in the task plan template workspace includes three views; Share Plan, Success, and Manage Access, for configuring, confirming, and managing access to a task plan template, with a search bar, Select all option, and Currently shared with list in the Share Plan view.

    Plugin information

    New Plugins

    The following plugin is new in Australia:

    Assignment Workbench (sn_assign_wb_host): This plugin enables managers to assign tasks to agents efficiently and intelligently.

    Plugins planned for deprecation
    These plugins are planned for deprecation in the C release. Beginning with the Australia release these plugins will be migrated to store applications. Upgrade your instance to Australia or later release versions and the store applications will be automatically installed: