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
-
Open the desired case.
-
From the Tasks related list, click New.
-
Fill in the fields on the Case Task form.
|
Field |
Description |
|---|---|
|
Number |
The automatically assigned case task number. |
|
Parent case |
The 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. |
|
Parent |
The 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. |
|
Contact |
The contact for the parent case. This field is a reference to the Contact [customer_contact] table. |
|
Account |
The account for the parent case. This field is a reference to the Account [customer_account] table. |
|
Consumer |
The consumer for the parent case. This field is a reference to the Consumer [csm_consumer] table. |
|
Subject |
The subject of the case task. |
|
Description |
A description of the work that needs to be done in order to complete the case task. |
|
Priority |
The assigned priority of the case task:- 1 - Critical
|
|
State |
The current state of the case task:- Open
|
|
Assigned to |
The assigned user. |
|
Service Definition |
This field is a reference to the Service Definition [sn_case_type_selection] table. |
|
Work notes list |
Internal 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 notes |
Information 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 comments |
Customer-viewable comments. Each comment is inserted into the Activity field when the user selects Post. |
--- title: Create a task for a customer service case description: Create a task for a customer service case for additional work that needs to be completed as part of resolving the case. locale: en-US canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/create-task-for-cust-service-case.html release: australia topic_type: task last_updated: "2026-09-10" reading_time_minutes: 2 breadcrumb: [Manage cases, Use, Customer Service Management] --- # 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. <table id="table_case_task_form_fields"><thead><tr><th> Field </th><th> Description </th></tr></thead><tbody><tr><td> Number </td><td> The automatically assigned case task number. </td></tr><tr><td> Parent case </td><td> The 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. </td></tr><tr><td> Parent </td><td> The 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](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/platform-administration/configure-form-layout.md). </td></tr><tr><td> Contact </td><td> The contact for the parent case. This field is a reference to the Contact \[customer\_contact\] table. </td></tr><tr><td> Account </td><td> The account for the parent case. This field is a reference to the Account \[customer\_account\] table. </td></tr><tr><td> Consumer </td><td> The consumer for the parent case. This field is a reference to the Consumer \[csm\_consumer\] table. </td></tr><tr><td> Subject </td><td> The subject of the case task. </td></tr><tr><td> Description </td><td> A description of the work that needs to be done in order to complete the case task. </td></tr><tr><td> Priority </td><td> The assigned priority of the case task:- 1 - Critical - 2 - High - 3 - Moderate - 4 - Low \(default\) </td></tr><tr><td> State </td><td> The current state of the case task:- Open - Closed </td></tr><tr><td> Assigned to </td><td> The assigned user. </td></tr><tr><td> Service Definition </td><td> This field is a reference to the Service Definition \[sn\_case\_type\_selection\] table. </td></tr><tr><td> Work notes list </td><td> Internal users who receive a notification about this case when work notes are added. You can only add internal users to the work notes list. </td></tr><tr><td> Work notes </td><td> Information 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. </td></tr><tr><td> Additional comments </td><td> Customer-viewable comments. Each comment is inserted into the **Activity** field when the user selects **Post**. </td></tr></tbody> </table>4. Click **Update**.
| title | Create a task for a customer service case |
| description | Create a task for a customer service case for additional work that needs to be completed as part of resolving the case. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/australia/customer-service-management/create-task-for-cust-service-case.html |
| release | australia |
| topic_type | task |
| last_updated | 2026-09-10 |
| reading_time_minutes | 2 |
| breadcrumb | Manage casesUseCustomer Service Management |