---
sourceDocument: Brazil Telecommunications, Media, and Technology
sourceDocumentLink: https://www.servicenow.com/docs/r/telecom-media-technology

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Telecommunications, Media, and Technology

ft:clusterId :

    - telmt

bundleId :

    - telmt

workflow :

    - Customer and Industry


---

# Create a service problem case from the workspace

# Create a service problem case from the workspace {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Create a service problem case using playbook for a customer raised issue so that an agent can work on it and resolve the
service-related problem.

## Before you begin

Role required: sn_sprb_mgmt.agent

## Procedure

1. Navigate to AllWorkspacesCRM Workspace.
2. Select the List icon.
3. Navigate to Service Problem CaseAll.
4. Select New.
5. On the service definition page, select the Telecom Services Support from the list.
6. Select the applicable service definitions from the list.  
   Note:  
   The fibre broadband service definition as been shipped as a part of the demo data.

   For more information about service definition, see [Service definitions](https://www.servicenow.com/docs/access?context=csm-service-definitions&version=brazil&pubname=brazil-customer-service-management&ft:locale=en-US).
7. Select Create case.  
   In service definition, when you select Create case a playbook record generator form appears. Fill the playbook record generator form. For more information about the playbook record generator,
   see [Set up a record generator for case type](https://www.servicenow.com/docs/access?context=setup-record-generator-for-case-type&version=brazil&pubname=brazil-customer-service-management&ft:locale=en-US).
8. On the intake form of verify issue, fill in the fields.  
   {#create-service-problem-case__table_x4b_pvh_pbc__entry__2}

   | Field | Description |
   |-|-|
   | Account | The name of the company associated with this case. If you select a contact in the Contact field, this field is auto-filled if the account information is available in the contact record. |
   | Contact | Name of the customer contact for this case. |
   | Service | Name of the affected service for this case. |
   | Short description | Description of the customer issue or problem. |
   | Actual start | Actual start date of the issue. |
   | Issue type | Types of issues * Question * Issue * Feature {#create-service-problem-case__ul_ebw_jv2_pdc} |
   | Issue severity | Imported severity on the issue. Values 1--4. |
   | Description | Brief description of the customer issue or problem. |
   [Table 1. Service Problem Case]

   {#create-service-problem-case__table_x4b_pvh_pbc}
9. Select Continue.

## Result

The service problem case is created with details of the customer information and issue.

*[\>]: and then