Case management for CSM release notes

  • Release version: Australia
  • Updated March 12, 2026
  • 3 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Case Management for CSM Release Notes - Australia Release

    The ServiceNow Case Management for Customer Service Management (CSM) application in the Australia release introduces enhancements to improve collaboration, task management, and governance for customer service and support teams. These updates enable proactive issue resolution, streamlined task dependencies, and improved role-based access controls.

    Show full answer Show less

    Key Features

    • Task Plan Template Dependencies: Define and manage predecessor–successor relationships between task plan template items using dependency types such as Finish to Start, Start after Start, and Start Together. This allows controlled sequencing of tasks with validations to prevent circular dependencies.
    • Document Attachments in Task Plans: Attach documents directly to task plan template items. Document references are securely managed and accessible based on template state and user permissions, ensuring task owners have the necessary resources.
    • Visual Governance for User Access: Business process owners can now define and manage user access relationships with a visual governance experience, enhancing clarity and control over permissions.
    • Consistent Case Types for Major Cases: Major cases automatically inherit the case type of the originating case, and child cases maintain the same type, improving case accuracy and reducing manual corrections.
    • Granular Viewer Roles: New read-only roles have been added for various case management components, enabling secure, role-specific visibility for users.
    • UI Enhancements: The Task Plan Template table now includes a Template Dependencies tab with a node-map visualization of task dependencies, plus a Share Plan modal for managing template access efficiently.
    • Case Type Selector Activation: The case type selector is now enabled by default for creating cases of specific types, including Interaction, Account, Contact, Consumer, Sold Product, and Install Base Item.
    • Plugin Updates: Introduction of the Assignment Workbench plugin to streamline task assignment. Several existing plugins are migrated to store applications for easier management and future deprecation.

    Practical Benefits for ServiceNow Customers

    • Enhanced Task Coordination: By establishing clear task dependencies and attaching supporting documents, teams can manage complex case workflows more efficiently and reduce delays.
    • Improved Access Management: Visual governance tools and granular viewer roles enable administrators to tailor access precisely, improving security and compliance.
    • Consistent Case Handling: Automatic case type inheritance for major and child cases ensures data consistency, minimizing errors and administrative overhead.
    • Simplified Upgrades and Plugin Management: Migration of key plugins to store applications facilitates smoother upgrades and ongoing maintenance.

    Overall, the Australia release of Case Management for CSM empowers ServiceNow customers to better organize case workflows, enhance collaboration, and maintain governance—all crucial for delivering superior customer service outcomes.

    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

    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

    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

    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: