Create cases for a business organization in the Business Organization Support Portal
As a staff member with the location agent role, create and manage cases for your business organizations (formerly business locations) from the Business Organization Support Portal (formerly Business Location Service Portal).
Before you begin
Role required: admin, sn_customerservice.svc_location_agent, and sn_customerservice.svc_location_manager
Important: Some table and field labels have been changed across recent releases. For a mapping of former labels to current labels, see Service Model Foundation renamed Entities.
About this task
Staff members with the location agent role can do the following:
- View information for the customers at their location.
- Create cases for an account, consumer, business organization, and themselves.
- Register staff members at an external organization.
- Track and update cases created at their location.
Procedure
-
Navigate to Home > Business Location Support > Support > Create a Customer Case.
-
On the form, fill in the fields.
|
Field |
Description |
|---|---|
|
Who are you creating this case for? |
The record producer used for to create a case for the contributor user. When the contributor user selects an option, depending on the roles assigned to the logged-in user, additional fields related to that customer type are displayed.- Account: The logged-in user with the account contributor role.
|
|
Reported By |
Auto-populated with the logged-in user. |
|
Requesting Business Location |
Name of the service organization requesting assistance. |
|
Requesting support from Business Location |
Name of the service organization from which the Requesting Business Location is asking assistance. |
|
Account |
Name of the account. |
|
Contact |
Contact for the account. |
|
Consumer |
Name of the consumer. Note: This field is active only when the B2B2C plugin is installed. |
|
Household |
Household that the consumer belongs to. |
|
Product |
Sold product associated with the case. |
|
Install Base |
Install base item associated with the case. |
|
Priority |
The assigned priority:- 1 — Critical
|
|
Channel |
Method by which the customer initiated contact and opened the case.- Web (default)
|
|
Subject |
Subject line specifying the case. |
|
Description |
Brief description of the customer question, issue, or problem. |
What to do next
Similarly, you can report cases on behalf of a business location, against sold products deployed at a business organization, or installed base items deployed at a business organization.
Related topics
--- title: Create cases for a business organization in the Business Organization Support Portal description: As a staff member with the location agent role, create and manage cases for your business organizations \(formerly business locations\) from the Business Organization Support Portal \(formerly Business Location Service Portal\). locale: en-US canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/report-cases-on-behalf-of-biz-location.html release: australia topic_type: task last_updated: "2026-09-10" reading_time_minutes: 2 breadcrumb: [Use Business Organization Support Portal, Customer communication, Use, Customer Service Management] --- # Create cases for a business organization in the Business Organization Support Portal As a staff member with the location agent role, create and manage cases for your business organizations \(formerly business locations\) from the Business Organization Support Portal \(formerly Business Location Service Portal\). ## Before you begin Role required: admin, sn\_customerservice.svc\_location\_agent, and sn\_customerservice.svc\_location\_manager **Important:** Some table and field labels have been changed across recent releases. For a mapping of former labels to current labels, see [Service Model Foundation renamed Entities](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/renamed-entities.md). ## About this task Staff members with the location agent role can do the following: - View information for the customers at their location. - Create cases for an account, consumer, business organization, and themselves. - Register staff members at an external organization. - Track and update cases created at their location. ## Procedure 1. Navigate to **Home** > **Business Location Support** > **Support** > **Create a Customer Case**. 2. On the form, fill in the fields. <table id="table_rv2_zsw_f5b"><thead><tr><th> Field </th><th> Description </th></tr></thead><tbody><tr><td> Who are you creating this case for? </td><td> The record producer used for to create a case for the contributor user. When the contributor user selects an option, depending on the roles assigned to the logged-in user, additional fields related to that customer type are displayed.- **Account**: The logged-in user with the account contributor role. - **Consumer**: The logged-in user with the consumer contributor role. - **Business Location**: The logged-in user with the service organization contributor role. - **Myself**: The logged-in user with the self-contributor role. </td></tr><tr><td> Reported By </td><td> Auto-populated with the logged-in user. </td></tr><tr><td> Requesting Business Location </td><td> Name of the service organization requesting assistance. </td></tr><tr><td> Requesting support from Business Location </td><td> Name of the service organization from which the **Requesting Business Location** is asking assistance. </td></tr><tr><td> Account </td><td> Name of the account. </td></tr><tr><td> Contact </td><td> Contact for the account. </td></tr><tr><td> Consumer </td><td> Name of the consumer. **Note:** This field is active only when the B2B2C plugin is installed. </td></tr><tr><td> Household </td><td> Household that the consumer belongs to. </td></tr><tr><td> Product </td><td> Sold product associated with the case. </td></tr><tr><td> Install Base </td><td> Install base item associated with the case. </td></tr><tr><td> Priority </td><td> The assigned priority:- 1 — Critical - 2 — High - 3 — Moderate - 4 — Low \(default\) </td></tr><tr><td> Channel </td><td> Method by which the customer initiated contact and opened the case.- Web \(default\) - Phone - Email - Chat - Social - Community - Alert - Virtual Agent - In Person </td></tr><tr><td> Subject </td><td> Subject line specifying the case. </td></tr><tr><td> Description </td><td> Brief description of the customer question, issue, or problem. </td></tr></tbody> </table>3. Select **Submit**. ## What to do next Similarly, you can report cases on behalf of a business location, against sold products deployed at a business organization, or installed base items deployed at a business organization. **Related topics** [Track cases on the Business Organization Support Portal](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/track-cases-for-blsp-portal.md)
| title | Create cases for a business organization in the Business Organization Support Portal |
| description | As a staff member with the location agent role, create and manage cases for your business organizations \(formerly business locations\) from the Business Organization Support Portal \(formerly Business Location Service Portal\). |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/australia/customer-service-management/report-cases-on-behalf-of-biz-location.html |
| release | australia |
| topic_type | task |
| last_updated | 2026-09-10 |
| reading_time_minutes | 2 |
| breadcrumb | Use Business Organization Support PortalCustomer communicationUseCustomer Service Management |