---
title: Create and assign a retail customer complaint case in workspace
description: Create and assign a retail customer complain case in Workspace on behalf of a customer.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/retail-industry/rahi-retail-creating-request-in-workspace.html
release: australia
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Manage customer complaints, Retail]
---

# Create and assign a retail customer complaint case in workspace

Create and assign a retail customer complain case in Workspace on behalf of a customer.

## Before you begin

Roles required: sn\_rtl\_cs\_cmplnt.agent, sn\_rtl\_cs\_cmplnt.agent\_manager

## About this task

The retail customer complaint case type enables customers to submit complaints anonymously via phone or email.

## Procedure

1.  Navigate to **Lists** > **Retail Customer Complaints** > **All**.

2.  Select **New** and fill in the information about the customer complaint.

<table id="choicetable_wkg_1lc_ccc"><thead><tr><th align="left" id="d25903e102">

Fields

</th><th align="left" id="d25903e105">

Description

</th></tr></thead><tbody><tr><td id="d25903e113">

**Service**

</td><td>

Type of service request.

</td></tr><tr><td id="d25903e123">

**Customer name**

</td><td>

Name of the customer. **Note:** The name of the customer might not get registered in the system.

</td></tr><tr><td id="d25903e134">

**Customer email**

</td><td>

Email address of the customer.

</td></tr><tr><td id="d25903e145">

**Priority**

</td><td>

Sequence in which this case must be resolved, based on the impact and urgency.

</td></tr><tr><td id="d25903e156">

**Assignment group**

</td><td>

Associated assignment group that is responsible for working on this request.

</td></tr><tr><td id="d25903e168">

**Reported Retail Organization**

</td><td>

Retail organization from which this request has been created.

</td></tr><tr><td id="d25903e177">

**Assigned to**

</td><td>

Person who is responsible for working on this request.

</td></tr><tr><td id="d25903e186">

**Short description**

</td><td>

Short description about this request.

</td></tr><tr><td id="d25903e195">

**Description**

</td><td>

Details about this request.

</td></tr></tbody>
</table>3.  Select **Save**.

4.  Self-assign the case by selecting **Assign to me** or work on the assigned case by selecting **Accept**.

    **Note:** Select **Task** related list to view your existing tasks and select **New** to add a task.


**Parent Topic:**[Manage customer complaints](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/retail-industry/rahi-retail-manage-customer-complaints.md)