Create a Customer Dispute Management case

task australia Updated Sep 10, 2026 2 min read create-adr-case-record.md

Register a customer dispute by capturing information about the initiator, the affected product or service, and supporting documents. Resolve the dispute by investigating the issue and proposing an appropriate resolution.

Before you begin

Verify that the Customer Dispute Management (CDM) application is activated.

Role required: sn_telco_adr_mgmt.manager

About this task

Disputes can be submitted directly by the customer or by an authorized representative such as a legal guardian, legal firm, or regulatory body.

Procedure

Navigate to All > Workspaces > CRM Workspace.
Select the lists ([Omitted image "Lists.png"] Alt text: ListIcon.) icon.
Navigate to Customer Dispute Management > All.
Select New.

A new customer dispute record opens.
On the Capture initiator details form, enter the initiator details.

For field descriptions, see Capture initiator details form.
Select Continue.
On the Capture CDM information form, enter the dispute details.

For field descriptions, see Capture CDM information form.
Select Continue.
On the Upload documents form, select Add file to attach supporting evidence.
Select Mark Complete.

Result

The dispute record is created with any uploaded attachments. An email notification is sent to the customer or authorized representative confirming the dispute registration. The dispute moves to the Investigation stage. For more information, see Investigate customer disputes.

Parent Topic:Using Customer Dispute Management case

Related topics

Investigate customer disputes

Resolve a customer dispute and record the dispute analysis

Close a customer dispute

View a Customer Dispute Management case record

Customer Dispute Management

75 lines · 3.2 KB Wrap lines

---
title: Create a Customer Dispute Management case
description: Register a customer dispute by capturing information about the initiator, the affected product or service, and supporting documents. Resolve the dispute by investigating the issue and proposing an appropriate resolution.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/telecom-media-technology/create-adr-case-record.html
release: australia
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 2
breadcrumb: [Use Customer DIspute Management, Use, Customer Service Problem Management, Telecommunications, Media, and Technology \(TMT\)]
---

# Create a Customer Dispute Management case

Register a customer dispute by capturing information about the initiator, the affected product or service, and supporting documents. Resolve the dispute by investigating the issue and proposing an appropriate resolution.

## Before you begin

Verify that the Customer Dispute Management \(CDM\) application is activated.

Role required: sn\_telco\_adr\_mgmt.manager

## About this task

Disputes can be submitted directly by the customer or by an authorized representative such as a legal guardian, legal firm, or regulatory body.

## Procedure

1.  Navigate to **All** &gt; **Workspaces** &gt; **CRM Workspace**.

2.  Select the lists \(\[Omitted image "Lists.png"\] Alt text: ListIcon.\) icon.

3.  Navigate to **Customer Dispute Management** &gt; **All**.

4.  Select **New**.

    A new customer dispute record opens.

5.  On the Capture initiator details form, enter the initiator details.

    For field descriptions, see [Capture initiator details form](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/telecom-media-technology/capture-initiator-details-form.md).

6.  Select **Continue**.

7.  On the Capture CDM information form, enter the dispute details.

    For field descriptions, see [Capture CDM information form](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/telecom-media-technology/capture-adr-information-form.md).

8.  Select **Continue**.

9.  On the Upload documents form, select **Add file** to attach supporting evidence.

10. Select **Mark Complete**.


## Result

The dispute record is created with any uploaded attachments. An email notification is sent to the customer or authorized representative confirming the dispute registration. The dispute moves to the Investigation stage. For more information, see [Investigate customer disputes](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/telecom-media-technology/investigate-customer-dispute.md).

**Parent Topic:**[Using Customer Dispute Management case](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/telecom-media-technology/use-alternative-dispute-resolution-case.md)

**Related topics**  


[Investigate customer disputes]()

[Resolve a customer dispute and record the dispute analysis]()

[Close a customer dispute]()

[View a Customer Dispute Management case record]()

[Customer Dispute Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/telecom-media-technology/alternative-dispute-resolution.md)