Case task type selector

Release version: Zurich

Updated July 31, 2025

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Summary of Case task type selector

The case task type selector is a component designed to help customer service agents create appropriate task types while working on cases in ServiceNow. It enables agents to select services and generate case tasks tailored specifically to those services. The options available to an agent in the selector depend on where the case task is created from within the system.

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Key Features

Context-sensitive selections: When creating a case task from a case task list, agents can choose from all related services targeting the Case Task table and its extensions.
Case record view: When creating a case task from a case record, the selector shows services related to the case type, auto-filling fields based on the case’s service association.
Multiple creation points: Agents can create case tasks from various locations:
- New button on case task lists
- Tasks related list tab on case records
- + icon in the Dynamic Related Records component
- Create Task action in case playbook stages
- Create Task action in the activity viewer
Auto-filled service fields: In several creation methods, the service field auto-fills based on the case’s associated service, streamlining task creation.
Declarative actions: Some declarative actions linked to the Customer Service Case Types plugin are disabled by default and require configuration.
Service definition configuration: System administrators and service definition managers/admins are responsible for creating and managing service definitions and their relationships for cases and case tasks. They can also embed logic and default field values for case tasks to ensure consistent task creation.

Practical Benefits for ServiceNow Customers

Ensures agents create precise and relevant case tasks aligned with the services related to each case, improving case handling efficiency.
Reduces manual data entry by auto-filling service fields where applicable, speeding up task creation.
Supports multiple task creation workflows, offering flexibility depending on the agent’s context and preferences.
Enables administrators to tailor service definitions and task behaviors to match organizational processes, enhancing accuracy and governance.

The case task type selector is a component that provides customer service agents with a way to create the right types of tasks while working on cases.

Using the case task type selector, agents can select services and create case tasks specifically for those services. The selections that an agent can make within the case task type selector depends on where they create a case task from.

Table 1. Case Type Task Selector Options
When an agent creates a case task from a case task list, they can select a service in the case task type selector.	Figure 1. Case task type selector (case task list view)
When an agent creates a case task from a case record, the case task type selector shows related services based on the case type.	Figure 2. Case task type selector (case record view)

An agent working on a case or a case type can create case tasks in the following ways.

Table 2. How to create case tasks

Select New from a case task list	The Service task field on the case task type selector shows all of the related services where the target table is Case Task [sn_customerservice_task] and extensions of Case Task.
Select New from the Tasks related list tab on a case record	The Service field is auto-filled with the case service. The Case task service field lists the task services related to the case service. If the case has no service, the Service task field shows all of the related services where the target table is Case Task [sn_customerservice_task] and extensions of Case Task.
Select the + icon on the related records task list in the Dynamic Related Records component	The Case task service field on the case task type selector shows the following services: The task services related to the case service. The related services where the service target table is Case Task and extensions of Case Task.
Select Create Task in a case playbook stage	The Service field is auto-filled with the case service. The Case task service field lists the task services related to the case service.
Select Create Task in the activity viewer	The Service field is auto-filled with the case service. The Case task service field lists the task services related to the case service.

Some declarative actions available with the Customer Service Case Types plugin are disabled by default. For more information, see Configure case type declarative actions.

Configuring service definitions for cases and case tasks

The system administrator creates the service definitions for cases and case tasks, along with their relationships. The service definition manager and service definition admin can also create these service definitions and relationships.

For case task service definitions, the system administrator can include logic and default field values that the system uses when creating the case tasks. For more information, see Configuring service definitions.