---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Case lines and workflows

# Case lines and workflows {#ariaid-title1}

* Release version: Xanadu
* 
* Updated September 16, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

The Case lines and workflows application provides the ability to reference multiple line items on a case record. Agents can use these line items to capture, track, and resolve multiple related issues in a single
case.
The Case lines and workflows application provides the framework for a case type to handle multiple related issues. One example is the Orders case type available with the [Order Operations Case Management application](https://www.servicenow.com/docs/SUPz3HMM5v84FD0PcdHROA "The Order Operations Case Management application enables customer service agents to create cases for multiple customer orders or for specific products within an order."). This case type enables agents to create cases with case line items for multiple orders or for multiple order lines within a single
order.

Case line items enable agents to track multiple issues for the same case. Agents can resolve these different issues, represented by case line items, independently before resolving and closing the case. Agents can take different
actions on different case line items depending on the need.

This application supports different types of line items based on the source of the case. These line items can include entities such as orders or order lines, invoices or invoices lines, contracts, and sold products. Each case
line item maps to an entity line (for example, an order line) and has its own resolution process.

## Benefits of using case line items {#csm-case-mgmt-case-lines__section_j3r_k5m_ncc}

Using the Case lines and workflows application provides the following benefits:

* Identify when an order cannot be filled completely and recommend alternative items.
* Process inflight order changes and customer-initiated changes, such as changes to items, quantities, or requested ship dates.
* Process order exceptions and manage the approval and fulfillment process.
* Manage suppliers by creating supplier cases for order-related questions, such as increasing or decreasing quantity, quality issues, or status tracking.
{#csm-case-mgmt-case-lines__ul_m14_n5m_ncc}

## Case lines and workflows plugin {#csm-case-mgmt-case-lines__section_vyh_lyh_2cc}

The Case lines and workflows application (com.sn_case_line) enables the Case table to store multiple line items on a case record. These line items are product instances and can be extended for various entities such as orders,
order lines, invoices, invoice lines, and contracts.

The case lines and workflows application includes a Case Line Items list view in the Core UI. To access the Case Line Items list, navigate to AllCustomer ServiceCasesAll Line Items.

The Case lines and workflows application application also includes tables and roles. For more information, see [Components installed with Case lines and workflows](https://www.servicenow.com/docs/Fo7Se2VZA5zEaWG_cGsQHg "Several types of components are installed with the Case lines and workflows application, including tables and roles.").

The Case lines and workflows application is available from the ServiceNow Store.

## Request apps on the Store {#csm-case-mgmt-case-lines__id_mql_xrt_cwb}

Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the [ServiceNow Store version history release notes](https://www.servicenow.com/docs/bundle/store-release-notes/page/release-notes/store/sn-store-release-notes.html).{#csm-case-mgmt-case-lines__inline-send-to-store}
**Related concepts**   

* [Order case pages](https://www.servicenow.com/docs/QnnbCZ3UyA5I_jkGjisQJQ "The Order Operations Case Management application includes record pages that display order cases and order case line items in CSM Configurable Workspace.")

*[\>]: and then