Work on a quick in-store case on Retail Mobile

task brazil Updated Oct 5, 2026 1 min read t_work-adhoc-case-mobile.md

Assign, edit, add tasks to, and close a case that was created with Create work item for store in the Retail Mobile app.

Before you begin

Role required: sn_rtl_instore_ops.associate, sn_rtl_instore_ops.manager, or sn_rtl_instore_ops.manager_contributor

About this task

The case screen has three tabs: Details, Activity, and Tasks. The actions you see depend on whether the case is assigned.

Before the case is assigned, the overflow menu shows Assign case, Edit case, Close case, and Add task. Assign case and Assign to me are at the bottom of the screen.
After the case is assigned, Close case moves to the bottom of the screen.
Area and region managers don't see Assign case or Assign to me.

Procedure

In the Retail Mobile app, open the case from All cases or the My work tab on the home screen.
Do any of the following actions.
- To take the case yourself, tap Assign to me.
- To assign the case to someone else, tap Assign case and select the person.
- To change case details, open the overflow menu and tap Edit case. You can change Short description, Priority, Description, Assigned to, Assignment group, and Due date. Short description and Priority are required.
- To break the work into tasks, tap Add task at the bottom of the Tasks tab or in the overflow menu. For details, see Add a task to a case on Retail Mobile.
- To close the case, tap Close case. Optionally, enter Resolution notes and add an attachment, and then tap Submit. If you're an area or region manager, confirm the close in the Yes/No popup.

Result

When someone is assigned, the case moves from New to Open and the assignee gets a push notification. When you close the case, it moves to Closed, even if it has open tasks. Every change is recorded on the Activity tab.

Parent Topic:Quick case and task creation for in-store issues

Keywords in-store case

48 lines · 2.7 KB Wrap lines

---
title: Work on a quick in-store case on Retail Mobile
description: Assign, edit, add tasks to, and close a case that was created with Create work item for store in the Retail Mobile app.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/retail-industry/t\_work-adhoc-case-mobile.html
release: brazil
topic_type: task
last_updated: "2026-10-05"
reading_time_minutes: 1
keywords: [in-store case]
breadcrumb: [Quick case and task creation for in-store issues, Retail]
---

# Work on a quick in-store case on Retail Mobile

Assign, edit, add tasks to, and close a case that was created with Create work item for store in the Retail Mobile app.

## Before you begin

Role required: `sn_rtl_instore_ops.associate`, `sn_rtl_instore_ops.manager`, or `sn_rtl_instore_ops.manager_contributor`

## About this task

The case screen has three tabs: **Details**, **Activity**, and **Tasks**. The actions you see depend on whether the case is assigned.

- Before the case is assigned, the overflow menu shows **Assign case**, **Edit case**, **Close case**, and **Add task**. **Assign case** and **Assign to me** are at the bottom of the screen.
- After the case is assigned, **Close case** moves to the bottom of the screen.
- Area and region managers don't see **Assign case** or **Assign to me**.

## Procedure

1. In the Retail Mobile app, open the case from **All cases** or the **My work** tab on the home screen.

2. Do any of the following actions.

- To take the case yourself, tap **Assign to me**.
- To assign the case to someone else, tap **Assign case** and select the person.
- To change case details, open the overflow menu and tap **Edit case**. You can change **Short description**, **Priority**, **Description**, **Assigned to**, **Assignment group**, and **Due date**. **Short description** and **Priority** are required.
- To break the work into tasks, tap **Add task** at the bottom of the **Tasks** tab or in the overflow menu. For details, see [Add a task to a case on Retail Mobile](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/retail-industry/t_add-task-mobile.md).
- To close the case, tap **Close case**. Optionally, enter **Resolution notes** and add an attachment, and then tap **Submit**. If you're an area or region manager, confirm the close in the Yes/No popup.

## Result

**Parent Topic:**[Quick case and task creation for in-store issues](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/retail-industry/c_adhoc-case-task-creation.md)