Creating an order case
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Summary of Creating an order case
Agents in ServiceNow Customer Service Management (CSM) Configurable Workspace can create order cases to manage issues related to customer orders. These order cases help track and resolve requests such as sales order change requests or disputes. Agents have multiple entry points to create order cases, including customer orders, interaction records, or directly from the Order Cases list view.
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How to Create an Order Case
- Agents can initiate order cases by selecting "Create case" from a customer order, from selected order line items within a customer order, from an interaction record, or by choosing "New" from the Order Cases list view.
- After initiation, agents select an order-related service type (e.g., Sales Order Change Request), which opens an intake form for entering order case details.
- Key details include the account, scope of request (single order lines or multiple complete orders), order number, and a short description. Some fields are auto-filled depending on the creation context.
- Upon saving the intake form, the order case record page opens, allowing agents to manage order case line items by adding, deleting, editing, or assigning them.
- Submitting the order case moves it from Draft to New state, enabling agents to begin resolution activities, such as creating and assigning tasks.
Scope of Request
- Order cases can reference either one or more order lines from a single customer order or multiple complete customer orders.
- The "Scope of request" field on the order case record reflects this and is auto-set based on how the case is created:
- Specific line items, Single order: When created from selected order lines.
- Multiple orders: When created from a customer order header.
Managing Order Lines in an Order Case
- Order cases consist of order case line items representing either full orders or specific order lines.
- Agents can add additional orders or order lines to an existing order case using the "Add" action on the Order Case Line action bar.
- The modal interface for adding lines adapts based on the order case's origin and order number fields:
- If no order number is set, the modal lists orders related to the selected account.
- If an order number exists, the modal lists order lines from that specific order.
- Selected items are added as order case line items to the order case for further management.
Agents can create order cases from a customer order, from an interaction record, or from the Order Cases list view in CSM Configurable Workspace.
- Selecting Create case from a customer order.
- Selecting Create case from the Order Line Items list on a customer order. (This action is enabled if one or more order lines are selected.)
- Selecting Create case from an interaction record.
- Selecting New from the Order Cases list view.
After initiating an order case, the agent can select an order-related service from the case type selector modal. This modal displays the services that are available for order cases, such as Sales Order Change Request or Sales Order Dispute.
- Account: the account for the order.
- Scope of request: the agent can create a case for order lines from a single order or for multiple complete orders.
- Order number: the order number associated with the order case.
- Short description: a brief description of the order case.
- Add order lines to the order case.
- Delete order lines from the order case.
- Create new order case line items.
- Edit the details of order case line items.
- Assign order case line items to themselves.
Selecting Submit on the Order case record moves the order case and the order case line items currently in the Draft state to the New state. Once in the New state, agents can begin working to resolve the order case. This can include creating tasks for order case line items and assigning them to team members.
Scope of request
- Cases that reference one or more order lines from a single customer order.
- Cases that reference multiple complete customer orders.
- Specific line items, Single order: The system creates an order case and converts the selected order lines from the customer order to case line items on that order case.
- Multiple orders: The system creates an order case and converts the order header from each customer order to a case line item on that order case.
For example, if an agent creates an order case by selecting Create case on a customer order, the scope of request is Multiple orders. If an agent selects one or more order lines and then selects Create case from the Order Line Items list on a customer order, the scope of request is Specific line items, Single order.
Add orders and order line items to an order case
Order cases include a list of order case line items. Depending on how the order case is created, these case line items represent either customer orders or order lines from a single order.
Once an order case has been created, agents can add additional orders or order lines to that case by selecting Add on the Order Case Line action bar. Selecting this action displays a modal that shows information based on the values in the Origin table field and Order number field on the case record.
- If the Origin table is set to Customer Order and the Order number field is empty, the case type selector modal shows a list of orders associated with the account selected in the Account field. The case type selector modal displays "Add orders to case".
- If the Origin table is set to Customer Order and the Order number field includes an order, the case type selector modal shows a list of order lines associated with that order. The case type selector modal header is "Add order lines to case".
The agent can select a line item from the modal and then select Add to add it to the order case as an order case line item.