Creating case line items and case line tasks

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Creating Case Line Items and Case Line Tasks

    This functionality allows agents to efficiently manage case line items and their associated tasks within ServiceNow cases. Agents can create new case line items linked to a parent case and generate tasks specific to each case line item, enhancing case management granularity and task tracking.

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    Creating Case Line Items

    Agents can create case line items in two interfaces:

    • CSM Configurable Workspace: Open a case and select New on the Case Line list action bar to create a case line in Draft state.
    • Core UI: Open a case and select New on the Case Lines related list to create a case line in Draft state.

    Key fields such as Account, Contact, Parent case, Priority, Assignment group, and Assigned to are automatically copied from the parent case to the new case line item.

    When a bundled product is added to a case line item, the system automatically creates individual case line items and their characteristics for each component in the bundle upon saving.

    Creating Case Line Tasks

    Within a case line item record, agents can select the Create case line task action to open a form for creating a task related to that specific case line item. Some fields are pre-populated from the case line item, and agents can add further information before saving. Created case line tasks are visible under the Tasks tab on the case line item record.

    Case Line List Action Bar (CSM Configurable Workspace)

    This action bar provides agents with options to manage case line items directly from the case record:

    • New: Opens a tab to create a new case line item; agents fill fields and save it to add to the list.
    • Add: Opens a modal allowing agents to select and add existing lines (e.g., from orders or invoices) to the case.
    • Edit: Enables editing of selected case line details within a panel, with updates saved immediately.
    • Assign to me: Allows quick assignment of a selected case line to the current user.
    • Delete: Deletes the selected case line after confirmation.

    This streamlined interface empowers agents to efficiently add, modify, assign, or remove case line items as part of case resolution workflows.

    Agents can create case line items for cases and create tasks for case line items.

    Creating case lines

    To create a case line record:
    • CSM Configurable Workspace: Open a case and select New on the Case Line list action bar to open a new case line record in the Draft state.
    • Core UI: Open a case and select New on the Case Lines related list on the case record to open a new case line record in the Draft state.
    The information in the following fields is copied from the parent case:
    • Account
    • Contact
    • Parent case
    • Priority
    • Assignment group
    • Assigned to

    If a bundled product is added to a case line item record, the system creates a case line item for each component in the bundle after the agent saves the new case line item record. The case line characteristics are also created for each component.

    Create a case line task

    The case line item record includes a Create case line task action that agents can use to create tasks for a case line item.
    1. Open a case line item record.
    2. Select Create case line task to open a Create new case line task form.

      Some fields on this form are auto populated with details from the Case line record.

    3. Enter additional information as needed.
    4. Select Save to create the case line task record.

      Case line tasks appear in the Tasks tab on the case line item record.

    Case Line list action bar

    In CSM Configurable Workspace, the Case Line list action bar appears at the top of the Case Line list component on a case record.

    Agents can add case lines from existing entities, such as orders or invoices, or create new case lines.
    • New: Opens a Create New Case Line record in a separate tab. Fill in the fields and select Save to add the case line to the list.
    • Add: Displays the Add lines to case modal. Select one or more lines and then select Add to add the selected case lines to the list.
    After selecting a case line, users can edit the case line details, assign a case line to themselves, or delete a case line.
    • Edit: Displays the details for the selected case line in a panel. Make the necessary changes and select Update at the bottom of the panel.
    • Assign to me: Assigns the selected case line to the current user.
    • Delete: Deletes the selected case line. Select Delete all in the confirmation pop-up window.