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

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Add the Internal User field to the Case form

# Add the Internal User field to the Case form {#ariaid-title1}

* Release version: Yokohama
* 
* Updated January 30, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Add the Internal user field to the Case form for the Case view
and the Workspace view.

## Before you begin

Role required: admin

## About this task

The Internal User field displays the name of an internal user.
When an agent is creating a case on behalf of someone else, they can use this field
to identify the person requesting assistance. This user can be an internal employee
asking for help for an account, consumer, or service organization, or for
themselves.

With the Customer Service Management plugin (com.sn_customerservice), agents can
create cases for internal employees or on behalf of their accounts and consumers.
Additional plugins provide additional functionality for the Internal User field. For more information, see [Contributor
users](https://www.servicenow.com/docs/5JBHyxTm2JSyT_stloY3Ow "With contributor user role, you can engage both internal and external users to resolve the customer issues and requests. This functionality is applicable to the users, recorded within the User (sys_user) table who possess either the snc_internal or snc_external role and external users, recorded within the Service Organization External Staff (sn_csm_service_organization_external_staff) table who possess snc_external role.").

## Procedure

1. Navigate to AllCustomer ServiceAdministrationGuided Setup and click Get Started.
2. In the Case Management category, click Get Started.
3. Click Add Internal User Field to the Case Form View.
4. Add the Internal user field to the Case form for these views: Case and Workspace.
**Related topics**   

* [Create and delete views](https://www.servicenow.com/docs/access?context=create-delete-view&version=yokohama&pubname=yokohama-platform-user-interface&ft:locale=en-US)

*[\>]: and then