Actionable case flows

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Actionable case flows

    Actionable case flows in ServiceNow automate the creation and resolution of blocking tasks related to customer service cases. Enabled by default through the Case Action Status plugin, these flows help manage dependencies and streamline case handling by triggering predefined actions based on case-related events.

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    Key Features

    • Predefined Flow Designer Actions: The flows utilize actions such as adding and inactivating blocking tasks and toggling the Needs Attention flag to manage case progress.
    • Case-Related Flows: Automatically create blocking tasks when cases require customer information or have associated records like Case Tasks, Change Requests, Service Catalog Requests, Work Orders, Incidents, or Problems.
    • Resolution Flows: Automatically resolve blocking tasks when related records (e.g., Case Tasks, Change Requests, Incidents, Problems, SC Requests, Work Orders) are closed or when required information is provided.
    • Notification and Update Flows: Set the Needs Attention flag when additional comments are added by others, and update the case status accordingly.
    • Customer Service Orders: Similar flows exist for order cases to create and resolve blocking tasks and manage attention flags.
    • Problem Record Integration: Special flows handle problem records associated with cases, resolving blocking tasks when fixes or workarounds are communicated, or when problem records are closed or canceled.
    • Configurable: Flows can be individually disabled if you prefer not to create blocking tasks for specific actions.

    Practical Benefits for ServiceNow Customers

    • Ensures timely resolution of customer service cases by automatically managing task dependencies.
    • Reduces manual effort in tracking case-related blocking tasks and their statuses.
    • Improves communication and visibility with automated status updates and attention flags.
    • Supports complex case scenarios with integrated handling of related records such as incidents, problems, and change requests.

    Actionable case flows contain predefined user actions that automatically create and resolve blocking tasks for customer service cases.

    The Case Action Status plugin provides several actionable case flows that create and resolve blocking tasks for different case-related actions. These flows are enabled by default. If you don't want to create blocking tasks for a specific action, disable the associated flow.

    To view these flows, navigate to Customer Service > Administration > Actionable Case Flows.

    Flow Designer actions

    Case flows use the following predefined Flow Designer actions:
    • Add Blocking Task
    • Inactivate Blocking Task
    • Set Needs Attention Flag

    Flows for customer service cases

    The case action status feature provides the following flows for customer service cases.
    • Create blocked by record if case needs customer information
    • Create blocked by record if Case Task is associated with case
    • Create blocked by record if Change Request is associated with case
    • Create blocked by record if SC Request is associated with case
    • Create blocked by record if Work Order is associated with case
    • Create blocked by record if Incident is associated with case
    • Create blocked by record if Problem is associated with case
    • Resolve blocked by record if Case Task is closed
    • Resolve blocked by record if Change Request is closed
    • Resolve blocked by record if Incident is closed
    • Resolve blocked by record if Problem is closed or Fix is communicated
    • Resolve blocked by record if Problem is closed or Fix/Workaround is communicated
    • Resolve blocked by record if SC Request is closed
    • Resolve blocked by record if user information is provided for case
    • Resolve blocked by record if Work Order is closed or canceled
    • Set Needs Attention if additional comments are added by others
    • Update case when blocked by record is created
    • Update case when Needs attention field is toggled

    Flows for customer service orders

    The case action status feature provides the following flows for customer service orders.
    • Create blocked by record if order case needs customer information
    • Resolve blocked by record if user information is provided for order case
    • Set Needs Attention if additional comments are added by others on order case
    • Update order case when Needs attention field is toggled

    Flows for problem records associated with a case

    If a problem is associated with a case with the Need task resolution blocking reason, a case flow is provided to resolve the blocking task when a fix is communicated or the problem record is closed or canceled.

    If a problem is associated with a case with the Need PRB workaround blocking reason, a case flow is provided to resolve the blocking task when a workaround is provided or the problem record is closed or canceled.