Manage customer service case types

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Manage customer service case types

    This content explains how ServiceNow customers can manage and configure customer service case types using the Case Type form within Customer Service Management. After initial creation via Guided Setup, administrators can access and adjust settings for each case type to suit their organizational needs, enabling streamlined case handling and categorization.

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    Key Features

    • Accessing Case Types: Navigate to Customer Service > Case Types > Manage Case Types to select and manage individual case types.
    • Case Type Form Related Links: Quick access to view detailed configuration elements (business rules, client scripts, notifications, UI policies, flows, etc.), and to launch Guided Setup tasks for Case Types, Advanced Work Assignment (AWA), and Agent Workspace.
    • Related Lists on Case Type Form: Administrators can create and manage associated configurations such as Record Producers, State Flows, Special Handling, Notes, SLAs, Email Templates, Quick Messages, Reports, and Case Type Selections directly from the form.
    • Category and Subtype Selection: Administrators can assign optional categories (e.g., Onboarding, Complaint, Orders, General) and subtypes (choice or reference fields) to case types, enabling agents to filter case types effectively when creating cases.
    • Major Cases Support: Enable the "Propose Major Case" UI action on case types, allowing agents to propose and create a major case that aggregates multiple child cases. Updates to major cases synchronize with their child case types to maintain consistency.

    Practical Benefits

    • Improves case management by allowing tailored configurations for each case type.
    • Helps agents quickly filter and select relevant case types using categories and subtypes, increasing efficiency.
    • Supports complex case structures through major cases, facilitating better tracking and resolution of related issues.
    • Centralizes configuration management with easy access to related settings and Guided Setup tasks.

    Manage the settings and the configuration for a case type from the Case Type form.

    After using the Customer Service Management Guided Setup to create and configure a case type, you can view and manage the settings and configuration for the case type from the Case Type form. To access a Case Type form, navigate to Customer Service > Case Types > Manage Case Types and select a case type from the list.

    Case Type form related links

    The Case Type form includes the following related links.
    Table 1. Case Type form related links
    Related link Description
    View Case Type Configuration Displays the current configuration for this case type, including:
    • Business rules
    • Client scripts
    • Dictionary entries and overrides
    • Notifications
    • UI actions
    • Access controls
    • UI policies
    • Data policies
    • Styles
    • View rules
    • Flows
    Launch Guided Setup for Case Types Goes to the Case Types setup tasks in Customer Service Management Guided Setup.
    Launch Guided Setup for AWA Goes to the Advanced Work Assignment (AWA) setup tasks in Agent Workspace Guided Setup.
    Launch Guided Setup for Agent Workspace Goes to the Agent Workspace for CSM setup tasks in Customer Service Management Guided Setup.

    Case Type form related lists

    The Case Type form related lists display items configured for the case type table. Use the related lists to create additional configurations.
    • Record Producers
    • State Flows
    • Special Handling Notes
    • SLAs
    • Email Templates
    • Quick Messages
    • Reports
    • Case Type Selections

    Select a category and subtype for a case type

    The system administrator can assign an optional category and a subtype to a case type. When creating a case, agents can filter the available case types by category and subtype in the case type selector. If an agent selects a category, the list of case types displayed is filtered by that category. If an agent selects a subtype, the list is further filtered by that subtype.

    The Customer Service Case Types plugin includes several categories that the system administrator can select for a case type. These categories include:
    • Onboarding
    • Complaint
    • Orders
    • General
    The Subtype field displays fields from the Case Type table that are of the following type:
    • Choice list
    • Reference
    To select a category and a subtype for a case type:
    1. Navigate to Customer Service > Case Types > Manage Case Types and select a case type.
    2. Select a category in the Category field.
    3. Select a field in the Subtype field.
    4. Select Update.

    Case types and major cases

    The system administrator can enable the Propose Major Case UI action for different case types. If this UI action is available, an agent can propose a major case from the selected case type record. If the major case candidate is accepted, a major case is created and the case type record is added as a child case on the major case.

    The major case is created on the base Case table. Updates to the major case are synchronized to the child case types. Multiple case type records can be added to the same major case.