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

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Create a case for a new install base item

# Create a case for a new install base item {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Create a case for a new install base item by using the case form in the CSM Agent Workspace.

## Before you begin

Role required: sn_customerservice_agent or sn_customerservice.consumer_agent

## Procedure

1. Navigate to AllWorkspacesCSM/FSM Configurable Workspace.
2. In the list view, navigate to CasesMy Cases.
3. Select New.
4. Perform one of the following actions before selecting an install base item on the Create Case form.  
   For a description of the field values, see [Case task form](https://www.servicenow.com/docs/Irei1Jm7j9sh~pQEOcz2iA "The case task form displays information about case tasks, which are created and assigned to users to complete the work necessary to resolve customer service cases.").

   | Field | Action |
   | Account | Select an account that has to be associated with the install base. |
   | Consumer | Select a consumer that has to be associated with the install base. |
   | Install base | Select an install base item to automatically fill in the relevant details from the install base form. |
   |-|-|

   {#create-an-install-base-item-on-the-case-form__choicetable_iqc_yn4_byb}
5. Next to the Install Base field, select the search icon ![Search icon.](), and then select the install bases from the pop-up window.  
   The pop-up window displays only the list of install base items that are related to the selected account or consumer.
6. In the Short Description field, enter a description of the install base item.
7. Save the form.  
   A new case with the install base item details appears in the My cases list.

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