Create a case for install base from the Customer Service homepage

task australia Updated Sep 10, 2026 1 min read create-case-install-base.md

Create a case about a question or issue on your install base from the Customer Service homepage.

Before you begin

Role required: sn_customerservice.customer, sn_customerservice.partner, sn_customerservice.customer_admin, or sn_customerservice.partner_admin

About this task

Install base enables you to track which instances have been provisioned for your account and the products and services that run on them.

Procedure

Navigate to the Customer Service homepage.
Select Create Case for Install Base.
Fill out the fields on the form, as required.

Field	Description
Product	The sold product you have a question on or issue with.
Install Base	The install base item you have a question on or issue with.
Priority	The assigned priority:- 1 — Critical 2 — High 3 — Moderate 4 — Low (default)
Subject	A brief description of the question, issue, or problem.
Description	A more detailed description of the customer question, issue, or problem.

**Note:** Currently, the **Save as Draft** option is not optimized for Customer Service Management portals and, it is inactive by default.

Select Submit.

The case is created, assigned a case number, and added to the user's case list. Select My Cases at the top of the customer portal to view the Cases list.

View or modify a case from the Customer Service Portal

100 lines · 2.6 KB Wrap lines

---
title: Create a case for install base from the Customer Service homepage
description: Create a case about a question or issue on your install base from the Customer Service homepage.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/create-case-install-base.html
release: australia
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Use Customer Service Portal, Customer communication, Use, Customer Service Management]
---

# Create a case for install base from the Customer Service homepage

Create a case about a question or issue on your install base from the Customer Service homepage.

## Before you begin

Role required: sn\_customerservice.customer, sn\_customerservice.partner, sn\_customerservice.customer\_admin, or sn\_customerservice.partner\_admin

## About this task

Install base enables you to track which instances have been provisioned for your account and the products and services that run on them.

## Procedure

1.  Navigate to the Customer Service homepage.

2.  Select **Create Case for Install Base**.

3.  Fill out the fields on the form, as required.

<table id="table_czw_ftc_nr"><thead><tr><th>

Field

</th><th>

Description

</th></tr></thead><tbody><tr><td>

Product

</td><td>

The sold product you have a question on or issue with.

</td></tr><tr><td>

Install Base

</td><td>

The install base item you have a question on or issue with.

</td></tr><tr><td>

Priority

</td><td>

The assigned priority:-   1 — Critical
-   2 — High
-   3 — Moderate
-   4 — Low \(default\)


</td></tr><tr><td>

Subject

</td><td>

A brief description of the question, issue, or problem.

</td></tr><tr><td>

Description

</td><td>

A more detailed description of the customer question, issue, or problem.

</td></tr></tbody>
</table>    **Note:** Currently, the **Save as Draft** option is not optimized for Customer Service Management portals and, it is inactive by default.

4.  Select **Submit**.

    The case is created, assigned a case number, and added to the user's case list. Select **My Cases** at the top of the customer portal to view the Cases list.


**Related topics**  


[View install base information from the Customer Service Portal](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/view-install-base-info.md)

[View or modify a case from the Customer Service Portal](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/t_ViewOrModCaseFromCustSlfServPrt.md)