Manage your government service cases from the Government Service Portal
Create, accept, assign, escalate, de-escalate, cancel a case, and even more actions for various government services all from the Government Service Portal.
Before you begin
Role required: sn_gsm.constituent_agent, sn_gsm.business_agent, sn_gsm.agency_agent, sn_gsm.relationship_agent, and sn_gsm.service_manager
Procedure
-
Navigate to the Government Service Portal.
-
Do one of the following actions that are related to your case:
|
Action |
Description |
|---|---|
|
Create Case |
Creates a case and associates the new case with the originating case. The new case appears in the Related Cases related list. This action displays the Select Case Type pop-up window where you can select the type of case to create. |
|
Accept |
Accepts an assigned case. This action is performed by the logged-in user. |
|
Assign to me |
Assigns the case to the logged-in user.This action is available if the case is unassigned and the logged-in user has the correct role. |
|
Compose Email |
Opens an email window in a new sub-tab on the Case tab.- The To field displays the customer's email address.
|
|
Escalate Case |
Escalates the case, which highlights the case and raises awareness about a customer or issue. This action is available if the logged-in user has the correct role. |
|
De-escalate Case |
De-escalates a case. This action is available if a case has been escalated and the logged-in user has the correct role. |
|
Report Knowledge Gap |
Opens a knowledge feedback task in a new sub-tab for the case. After being saved, the task appears in the Knowledge Gaps related list. This action is available from the More UI Actions menu. |
|
Propose Solution |
Enables the agent to propose a solution for a case. |
|
Record Time |
Records the time worked for the case or case tasks. Selecting Record Time opens a Time Worked form with the Task and User fields already populated. This action is available from the More UI Actions menu. |
|
Create Work Order |
Creates a work order for the case. After a work order is created, it appears in the Work Orders related list. The case number is also referenced on the work order. This action is available from the More UI Actions menu. |
|
Close Case |
Closes a case.This action is available after a resolution code and any information related to the closure is provided in the Resolution notes field. |
|
Open case |
Changes the state of a case from Awaiting Info to Open. |
|
Submit application |
Saves the application and moves the state of the case from Draft to New. This action is available when the state of a case is Draft. |
|
Request Info |
Requests information about a case or case task from the constituent, business, or agency. This action is available when the state of a case is not Draft, Resolved, Closed, or Cancelled. |
|
Start Work |
Begins work on an open case. This action is available to the agent who is assigned to the task when the state of a case is Open. |
|
Cancel |
Updates the state of the case to Cancelled. This action is available when the state of a case is not Resolved, Closed, or Cancelled. |
The actions in the following table are available with the cases when the corresponding plugins are activated.
|
Plugin |
Action |
|---|---|
|
Service Management |
|
|
Major Case Management |
Shows all major case actions. |
|
Special Handling Notes |
Shows any special handling notes for the case. |
|
Case Action Status |
Indicates the current action state. |
---
title: Manage your government service cases from the Government Service Portal
description: Create, accept, assign, escalate, de-escalate, cancel a case, and even more actions for various government services all from the Government Service Portal.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/government-industry/work-with-govt-service-case.html
release: australia
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 3
breadcrumb: [Government Service Portal, Portals, Use, Public Sector Digital Services \(PSDS\)]
---
# Manage your government service cases from the Government Service Portal
Create, accept, assign, escalate, de-escalate, cancel a case, and even more actions for various government services all from the Government Service Portal.
## Before you begin
Role required: sn\_gsm.constituent\_agent, sn\_gsm.business\_agent, sn\_gsm.agency\_agent, sn\_gsm.relationship\_agent, and sn\_gsm.service\_manager
## Procedure
1. Navigate to the Government Service Portal.
2. Do one of the following actions that are related to your case:
<table id="table_ikq_xpj_dsb"><thead><tr><th>
Action
</th><th>
Description
</th></tr></thead><tbody><tr><td>
Create Case
</td><td>
Creates a case and associates the new case with the originating case. The new case appears in the Related Cases related list. This action displays the Select Case Type pop-up window where you can select the type of case to create.
</td></tr><tr><td>
Accept
</td><td>
Accepts an assigned case. This action is performed by the logged-in user.
</td></tr><tr><td>
Assign to me
</td><td>
Assigns the case to the logged-in user.This action is available if the case is unassigned and the logged-in user has the correct role.
</td></tr><tr><td>
Compose Email
</td><td>
Opens an email window in a new sub-tab on the **Case** tab.- The **To** field displays the customer's email address.
- The **Subject** field displays the case number and issue.
This action is available from the **More UI Actions** menu.
</td></tr><tr><td>
Escalate Case
</td><td>
Escalates the case, which highlights the case and raises awareness about a customer or issue. This action is available if the logged-in user has the correct role.
</td></tr><tr><td>
De-escalate Case
</td><td>
De-escalates a case. This action is available if a case has been escalated and the logged-in user has the correct role.
</td></tr><tr><td>
Report Knowledge Gap
</td><td>
Opens a knowledge feedback task in a new sub-tab for the case. After being saved, the task appears in the Knowledge Gaps related list. This action is available from the More UI Actions menu.
</td></tr><tr><td>
Propose Solution
</td><td>
Enables the agent to propose a solution for a case.
</td></tr><tr><td>
Record Time
</td><td>
Records the time worked for the case or case tasks. Selecting **Record Time** opens a Time Worked form with the **Task** and **User** fields already populated. This action is available from the More UI Actions menu.
</td></tr><tr><td>
Create Work Order
</td><td>
Creates a work order for the case. After a work order is created, it appears in the Work Orders related list. The case number is also referenced on the work order.
This action is available from the More UI Actions menu.
</td></tr><tr><td>
Close Case
</td><td>
Closes a case.This action is available after a resolution code and any information related to the closure is provided in the Resolution notes field.
</td></tr><tr><td>
Open case
</td><td>
Changes the state of a case from Awaiting Info to Open.
</td></tr><tr><td>
Submit application
</td><td>
Saves the application and moves the state of the case from Draft to New. This action is available when the state of a case is Draft.
</td></tr><tr><td>
Request Info
</td><td>
Requests information about a case or case task from the constituent, business, or agency. This action is available when the state of a case is not Draft, Resolved, Closed, or Cancelled.
</td></tr><tr><td>
Start Work
</td><td>
Begins work on an open case. This action is available to the agent who is assigned to the task when the state of a case is Open.
</td></tr><tr><td>
Cancel
</td><td>
Updates the state of the case to Cancelled. This action is available when the state of a case is not Resolved, Closed, or Cancelled.
</td></tr></tbody>
</table> These actions are inherited by the case types that are created by extending the service case type.
The actions in the following table are available with the cases when the corresponding plugins are activated.
<table id="table_jy2_jpj_dsb"><thead><tr><th>
Plugin
</th><th>
Action
</th></tr></thead><tbody><tr><td>
Service Management
</td><td>
- Create Incident
- Create Standard Change
- Create Problem
</td></tr><tr><td>
Major Case Management
</td><td>
Shows all major case actions.
</td></tr><tr><td>
Special Handling Notes
</td><td>
Shows any special handling notes for the case.
</td></tr><tr><td>
Case Action Status
</td><td>
Indicates the current action state.
</td></tr></tbody>
</table>
| title | Manage your government service cases from the Government Service Portal |
| description | Create, accept, assign, escalate, de-escalate, cancel a case, and even more actions for various government services all from the Government Service Portal. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/australia/government-industry/work-with-govt-service-case.html |
| release | australia |
| topic_type | task |
| last_updated | 2026-09-10 |
| reading_time_minutes | 3 |
| breadcrumb | Government Service PortalPortalsUsePublic Sector Digital Services \(PSDS\) |