Case form related lists

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Case form related lists

    The Case form in ServiceNow's Customer Service Management application includes various related lists that help agents manage and track all aspects of a case. These related lists store detailed case information and enable agents to perform case-related tasks efficiently.

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    Key Features

    • SLAs: Displays service level agreements linked to the case to monitor compliance and timelines.
    • Tasks: Shows tasks created by agents or managers related to the case, with automatic tracking of changes in the case Activity field. New tasks use the "CSTASK" prefix (post-New York release), while existing tasks retain the "TASK" prefix.
    • Phone: Logs incoming and outgoing phone calls associated with the case.
    • Appointments: Tracks appointments made by agents. Appointment creation is logged in the Activity field, and the appointed user receives email notifications.
    • Emails: Captures all emails sent and received as part of case resolution. Agents can send updates or inquiries directly from the case, and state changes trigger automatic customer notifications.
    • Problems: Lists any problems linked to the case.
    • Work Orders: Displays work orders created in relation to the case.
    • Social Logs: Records communications via social media, including user profiles and conversation URLs for direct access.
    • Attached Knowledge: Shows knowledge articles linked as proposed solutions to the case.
    • Knowledge Gaps: Contains feedback tasks generated when knowledge gaps are identified.
    • Escalations: Lists escalation records associated with the case.
    • Child Cases: Displays cases that are subordinate or related to the current case.
    • Requests: Shows service requests linked to this case.
    • Blocked by: Lists tasks that are blocking progress on this case.
    • Related Parties: Identifies contacts or consumers associated with the case.

    Key Outcomes

    By utilizing these related lists, ServiceNow customers can gain comprehensive visibility into all activities, communications, and linked records related to a case. This centralized approach supports efficient case management, enhances communication with customers and internal teams, and helps ensure timely resolution through tracking SLAs, escalations, and dependencies.

    The Case form includes related lists that store case information and that agents can use to perform case-related tasks.

    Table 1. Customer service case form related lists
    Related List Description
    SLAs The service level agreements that are associated with this case.
    Tasks Tasks that have been created for this case by the customer service agent or agent manager. When you create a task or change the state of a task, the information is recorded in the case Activity field.
    When you create a case task, the system generates a task number with a prefix. Following upgrade to the New York release:
    • New case tasks use the CSTASK prefix.
    • Existing tasks, regardless of state, use the TASK prefix.
    Phone The case phone log. A list of incoming or outgoing phone calls associated with this case.
    Appointments Appointments that the customer service agent makes with the customer or others as part of resolving this case.

    When you create an appointment, an appointment creation message is recorded in the case Activity field. The user selected in the To field on the appointment form receives an email with the appointment details.
    Emails The case email log. A list of the emails that are sent or received as part of resolving this case.

    The customer service agent or agent manager can send email from within the case, such as updates and inquiries to customers or other employees. A change in the state of the case triggers an automatic email to be sent to the customer.

    Customer contacts can create and update cases by email as well as receive updates from customer service agents.
    Problems A list of problems related to this case.
    Work Orders A list of work orders created for this case.
    Social Logs A list of the communication with customers or consumers that takes place through social media channels. The Social Log form includes the Social Profile of the user that created the communication and the Social URL for the conversation. Click the URL to open the conversation in a new tab.
    Attached Knowledge Knowledge articles attached as a proposed solution to the case.
    Knowledge Gaps Feedback tasks that are created when a knowledge gap is reported.
    Escalations A list of escalation records that are related to this case.
    Child Cases A list of child cases associated with this case
    Requests A list of requests associated with this case.
    Blocked by A list of blocking tasks that have been created for this case.
    Related Parties A list of related parties, such as contacts or consumers added to the case.