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Manage cases › Use › Customer Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Create a task for a customer service case

Create a task for a customer service case for additional work that needs to be completed as part of resolving the case.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice_manager, or admin

About this task

When you create a task, the system uses information from the case to automatically fill in fields on the Case Task form. After you create and save a task, it appears in the Tasks related list on the Case form.

Procedure

  1. Open the desired case.

  2. From the Tasks related list, click New.

  3. Fill in the fields on the Case Task form.

FieldDescription
NumberThe automatically assigned case task number.
Parent caseThe number of the parent case. This can be a case from the Case \[sn\_customerservice\_case\] table or any child tables of the Case table.
ParentThe number of the parent record if the task is created from a type of record other than a case. This field is populated when a case task is created from a non-case record such as an incident, problem, change, or request. This field is a reference to the Task [task] table.Note: You may need to configure the case task record to display the Parent field. For more information about adding fields to a form, see Configuring the form layout.
ContactThe contact for the parent case. This field is a reference to the Contact \[customer\_contact\] table.
AccountThe account for the parent case. This field is a reference to the Account \[customer\_account\] table.
ConsumerThe consumer for the parent case. This field is a reference to the Consumer \[csm\_consumer\] table.
SubjectThe subject of the case task.
DescriptionA description of the work that needs to be done in order to complete the case task.
PriorityThe assigned priority of the case task:- 1 - Critical - 2 - High - 3 - Moderate - 4 - Low \(default\)
StateThe current state of the case task:- Open - Closed
Assigned toThe assigned user.
Service DefinitionThis field is a reference to the Service Definition \[sn\_case\_type\_selection\] table.
Work notes listInternal users who receive a notification about this case when work notes are added. You can only add internal users to the work notes list.
Work notesInformation about the case task, such as steps taken toward resolution. Internal users who have been added to the Work notes list receive a notification when work notes are added to a case task.
Additional commentsCustomer-viewable comments. Each comment is inserted into the Activity field when the user selects Post.
  1. Click Update.