Create a Customer Service case from a security incident Security Incident Response ships with a default field mapping that maps a Security Incident to a Customer Service (CS) case. You can create a CS case from any security incident, edit the Priority, and also add Optional notes. Before you beginRole required: sn_si.basic and sn_customerservice_agentNote: The Customer Service plugin must be activated to perform this task. Procedure Navigate to Security Incident. Open the security incident that you want to add a CS case to. Click Create Customer Service Case in the top header. The popup is pre-populated with information from the security incident based on your field mapping. You can select a new Priority and add any Optional notes. Note: The Priority field overwrites the default setting. The Optional notes are appended to the incident. Click Submit. A CS is created. Click the link to follow up. Note: Optionally, you can add a CS case to the Related List on a security incident.