What is a Case?


Tickets in ServiceNow come in various types. Some tickets will begin with CS while others may show REQ or CHG. Cases (starting with CS) make up over 80% of most team's tickets. The following articles goes over what a case is and how it is viewed within ServiceNow. 

Case (CS)

A Case is a type of ticket within ServiceNow. It is the most common ticket type. Cases are recognizable by the CS prefix before the ticket number. Many forms create Cases directly. All incoming emails to ServiceNow create Cases.

Screenshot: navigating via the all menu

When browsing the 'All' Navigation, the 'Work' module shows all ticket types, including Cases. The 'Case' module, expanded below, shows only Cases. The dashboard shows all ticket types unless 'Case' is specified. That means anytime you see 'Work' or 'Ticket' in the system or our documentation that we are referring to any type of ticket. If you ever see 'Case', it means only Case.

Screenshot: the case screen

This is an example of a case ticket. Notice the top left where it says 'Case' and then the ticket number. The top right are a series of buttons, or UI Actions, that control the Status field of the case. Cases can house sub-cases, Case Tasks, and allow for Templates. Cases are assigned to Assignment Groups within Organizations. Cases are all tied to SLAs based on their Case Type (Request or Incident). Cases are generally 'flat' in that they don't kick off workflows, approvals, or any additional work outside of the case itself and any sub-cases created. Cases are reportable off of the Case Table (sn_customerservice_case).


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