Components installed with Case lines and workflows
Several types of components are installed with the Case lines and workflows application, including tables and roles.
Tables
|
Table |
Description |
|---|---|
|
Case Line[sn_case_line] |
The Case Line table stores case line item records that are created for parent cases. This table extends the Case table.The prefix for case line records is CSL. |
|
Case Line Task[sn_case_line_task] |
The Case Line Task table stores the tasks related to case line items. This table extends the Case Task table.The prefix for case line task records is CSLTASK. |
|
Case Line Characteristic[sn_case_line_characteristic] |
The Case Line Characteristic form displays details about the product offering included in a case line.The prefix for case line characteristic records is CSLC. |
|
Case Line Entitlement[sn_case_line_entitlement] |
The Case Line Entitlement table stores the entitlements that are associated with case line items. |
The Case Lines and workflows application includes roles that provide access to case line item and case line characteristic records. It also updates some existing roles to provide this same access.
|
Role |
Description |
Includes roles |
|---|---|---|
|
sn_case_line.characteristic_creator |
This user can create case line characteristic records if they have access to the parent case line item record. |
sn_case _characteristic_viewer |
|
sn_case_line.characteristic_writer |
This user can update case line characteristic records if they have access to the parent case line item record. |
sn_case _characteristic_viewer |
|
sn_case_line.characteristic_delete |
This user can delete case line characteristic records if they have access to the parent case line item record. |
sn_case _characteristic_viewer |
|
sn_case_line.characteristic_viewer |
This user can view case line characteristic records if they have access to the parent case line item record. |
|
|
sn_case_line.characteristic_report_viewer |
This user can view reports for the case line characteristic table if they have access to the parent case line item record. |
|
|
Case task agent[sn_customerservice.case_task_agent] |
This is an existing role.The case task agent has read, write, and create access for case line tasks:
The case task agent has read access to the following:
The case task agent can update the work notes, comments, attachments, and watch list of the parent order case and the case line items. |
|
|
Customer service agent[sn_customerservice_agent] |
This is an existing role.The customer service agent role has read, write, and update permissions for the following tables:
|
For more information, see Roles installed with Customer Service Management. |
|
Customer contactsn_customerservice.customer |
This is an existing role.The customer contact has read and write permissions in the Case Line Characteristic table |
For more information, see Roles installed with Customer Service Management. |
|
Property |
Description |
|---|---|
|
sn_customerservice.advanced_entitlements |
Displays the Entitlements related list on the Case Line form.- True: the related list is visible.
This property applies to both CSM Configurable Workspace and Core UI. |
--- title: Components installed with Case lines and workflows description: Several types of components are installed with the Case lines and workflows application, including tables and roles. locale: en-US canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/csm-case-mgmt-case-lines-install-comp.html release: australia topic_type: reference last_updated: "2026-09-10" reading_time_minutes: 3 breadcrumb: [Reference, Customer Service Management] --- # Components installed with Case lines and workflows Several types of components are installed with the Case lines and workflows application, including tables and roles. ## Tables <table id="table_vxx_wrp_lcc"><thead><tr><th> Table </th><th> Description </th></tr></thead><tbody><tr><td> [Case Line](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/case-line-form.md)\[sn\_case\_line\] </td><td> The Case Line table stores case line item records that are created for parent cases. This table extends the Case table.The prefix for case line records is **CSL**. </td></tr><tr><td> [Case Line Task](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/case-line-task-form.md)\[sn\_case\_line\_task\] </td><td> The Case Line Task table stores the tasks related to case line items. This table extends the Case Task table.The prefix for case line task records is **CSLTASK**. </td></tr><tr><td> [Case Line Characteristic](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/case-line-characteristics-form.md)\[sn\_case\_line\_characteristic\] </td><td> The Case Line Characteristic form displays details about the product offering included in a case line.The prefix for case line characteristic records is **CSLC**. </td></tr><tr><td> [Case Line Entitlement](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/case-line-entitlements-form.md)\[sn\_case\_line\_entitlement\] </td><td> The Case Line Entitlement table stores the entitlements that are associated with case line items. </td></tr></tbody> </table>## Roles The Case Lines and workflows application includes roles that provide access to case line item and case line characteristic records. It also updates some existing roles to provide this same access. <table id="table_nfd_kkj_jcc"><thead><tr><th> Role </th><th> Description </th><th> Includes roles </th></tr></thead><tbody><tr><td> sn\_case\_line.characteristic\_creator </td><td> This user can create case line characteristic records if they have access to the parent case line item record. </td><td> sn\_case \_characteristic\_viewer </td></tr><tr><td> sn\_case\_line.characteristic\_writer </td><td> This user can update case line characteristic records if they have access to the parent case line item record. </td><td> sn\_case \_characteristic\_viewer </td></tr><tr><td> sn\_case\_line.characteristic\_delete </td><td> This user can delete case line characteristic records if they have access to the parent case line item record. </td><td> sn\_case \_characteristic\_viewer </td></tr><tr><td> sn\_case\_line.characteristic\_viewer </td><td> This user can view case line characteristic records if they have access to the parent case line item record. </td><td> </td></tr><tr><td> sn\_case\_line.characteristic\_report\_viewer </td><td> This user can view reports for the case line characteristic table if they have access to the parent case line item record. </td><td> </td></tr><tr><td> Case task agent\[sn\_customerservice.case\_task\_agent\] </td><td> This is an existing role.The case task agent has read, write, and create access for case line tasks: - If the case task agent is the assigned user on the case task \(assigned\_to\). - If the case task agent belongs to the same assignment group as the assigned user. The case task agent has read access to the following: - The parent order case and the case line items. - The case line characteristic if they have read access to the associated case line item. - Account and contact records for the parent order case. The case task agent can update the work notes, comments, attachments, and watch list of the parent order case and the case line items. </td><td> - sn\_customerservice.csm\_workspace\_user - sn\_customerservice.customer\_data\_viewer - sn\_customerservice.case\_contributor\_editor - sn\_csm\_case\_types.service\_definition\_viewer </td></tr><tr><td> Customer service agent\[sn\_customerservice\_agent\] </td><td> This is an existing role.The customer service agent role has read, write, and update permissions for the following tables: - Case Line - Case Line Task - Case Line Characteristic </td><td> For more information, see [Roles installed with Customer Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/r_RolesInstalledWithCustomerService.md). </td></tr><tr><td> Customer contactsn\_customerservice.customer </td><td> This is an existing role.The customer contact has read and write permissions in the Case Line Characteristic table </td><td> For more information, see [Roles installed with Customer Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/r_RolesInstalledWithCustomerService.md). </td></tr></tbody> </table>## Properties <table id="table_ayg_r1r_hfc"><thead><tr><th> Property </th><th> Description </th></tr></thead><tbody><tr><td> sn\_customerservice.advanced\_entitlements </td><td> Displays the Entitlements related list on the Case Line form.- True: the related list is visible. - False: the related list is hidden. This property applies to both CSM Configurable Workspace and Core UI. </td></tr></tbody> </table>
| title | Components installed with Case lines and workflows |
| description | Several types of components are installed with the Case lines and workflows application, including tables and roles. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/australia/customer-service-management/csm-case-mgmt-case-lines-install-comp.html |
| release | australia |
| topic_type | reference |
| last_updated | 2026-09-10 |
| reading_time_minutes | 3 |
| breadcrumb | ReferenceCustomer Service Management |