Components installed with Case lines and workflows

Release version: Zurich

Updated July 31, 2025

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Summary of Components installed with Case lines and workflows

The Case lines and workflows application in ServiceNow Zurich release installs several key components that enable enhanced case management by supporting case line items and their related workflows. These components include specialized tables, roles for access control, and configurable properties that together facilitate detailed tracking and management of case lines, their characteristics, entitlements, and associated tasks.

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Tables

The application introduces four main tables, each extending core case management tables to handle specific aspects of case lines:

Case Line [sncaseline]: Stores individual case line item records linked to parent cases, extending the Case table. Records use the prefix CSL.
Case Line Task [sncaselinetask]: Manages tasks related to case line items, extending the Case Task table. Records use the prefix CSLTASK.
Case Line Characteristic [sncaselinecharacteristic]: Displays product offering details included in a case line. Records use the prefix CSLC.
Case Line Entitlement [sncaselineentitlement]: Stores entitlements associated with case line items.

Roles

The application provides specific roles to control access to case line items and characteristics, ensuring appropriate permissions for creating, viewing, updating, and deleting records based on access to the parent case line item. Key roles include:

sncaseline.characteristiccreator: Creates case line characteristic records.
sncaseline.characteristicwriter: Updates case line characteristic records.
sncaseline.characteristicdelete: Deletes case line characteristic records.
sncaseline.characteristicviewer: Views case line characteristic records.
sncaseline.characteristicreportviewer: Views reports related to case line characteristics.

Existing roles such as Case task agent [sncustomerservice.casetaskagent] and Customer service agent [sncustomerserviceagent] are updated or included to provide appropriate read/write access to case line tasks and associated records, facilitating efficient case task management within assignment groups and teams.

Properties

The application includes configurable properties to tailor the user interface and functionality. For example, the sncustomerservice.advancedentitlements property controls the visibility of the Entitlements related list on the Case Line form, applicable in both the CSM Configurable Workspace and Core UI environments. Setting this property to true displays the related list, while false hides it.

Several types of components are installed with the Case lines and workflows application, including tables and roles.

Tables

Table 1. Case Lines and workflows tables
Table	Description
Case Line [sn_case_line]	The Case Line table stores case line item records that are created for parent cases. This table extends the Case table. The prefix for case line records is CSL.
Case Line Task [sn_case_line_task]	The Case Line Task table stores the tasks related to case line items. This table extends the Case Task table. The prefix for case line task records is CSLTASK.
Case Line Characteristic [sn_case_line_characteristic]	The Case Line Characteristic form displays details about the product offering included in a case line. The prefix for case line characteristic records is CSLC.
Case Line Entitlement [sn_case_line_entitlement]	The Case Line Entitlement table stores the entitlements that are associated with case line items.

Roles

The Case Lines and workflows application includes roles that provide access to case line item and case line characteristic records. It also updates some existing roles to provide this same access.

Table 2. Case lines and workflows roles
Role	Description	Includes roles
sn_case_line.characteristic_creator	This user can create case line characteristic records if they have access to the parent case line item record.	sn_case _characteristic_viewer
sn_case_line.characteristic_writer	This user can update case line characteristic records if they have access to the parent case line item record.	sn_case _characteristic_viewer
sn_case_line.characteristic_delete	This user can delete case line characteristic records if they have access to the parent case line item record.	sn_case _characteristic_viewer
sn_case_line.characteristic_viewer	This user can view case line characteristic records if they have access to the parent case line item record.
sn_case_line.characteristic_report_viewer	This user can view reports for the case line characteristic table if they have access to the parent case line item record.
Case task agent [sn_customerservice.case_task_agent]	This is an existing role. The case task agent has read, write, and create access for case line tasks: If the case task agent is the assigned user on the case task (assigned_to). If the case task agent belongs to the same assignment group as the assigned user. The case task agent has read access to the following: The parent order case and the case line items. The case line characteristic if they have read access to the associated case line item. Account and contact records for the parent order case. The case task agent can update the work notes, comments, attachments, and watch list of the parent order case and the case line items.	sn_customerservice.csm_workspace_user sn_customerservice.customer_data_viewer sn_customerservice.case_contributor_editor sn_csm_case_types.service_definition_viewer
Customer service agent [sn_customerservice_agent]	This is an existing role. The customer service agent role has read, write, and update permissions for the following tables: Case Line Case Line Task Case Line Characteristic	For more information, see Roles installed with Customer Service Management.

Properties

Table 3. Case Lines and workflows properties
Property	Description
sn_customerservice.advanced_entitlements	Displays the Entitlements related list on the Case Line form. True: the related list is visible. False: the related list is hidden. This property applies to both CSM Configurable Workspace and Core UI.