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Customer Service integration with Service Management

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Customer Service integration with Service Management

This feature provides an integration between Customer Service Management and the Incident, Problem, Change, and Request Management applications.

The Customer Service Management integration with the Service Management applications provides the following functionality:
  • Agents can create incident, problem, change, and request records from open cases.
  • Agents can associate existing incident, problem, change, and request records with cases or remove associated records from cases.
  • Customers can submit requests from the Customer Service Portal. A case is created for each request.
  • Updates to records associated with a case automatically update the case work notes.
  • Updates to cases with associated records can be used for customer communication.
  • Agents and managers can view cases with Service Management-related indicators on the Customer Service dashboards.

Plugins

Customer service integration with Service Management requires the following plugins:
  • Customer Service with Service Management plugin (com.sn_cs_sm) for integration with the Incident, Problem, and Change Management applications.
  • Customer Service with Request Management plugin (com.sn_cs_sm_request) for integration with the Request Management application.
For new Madrid instances, the following plugins are automatically activated. For upgraded instances, the system administrator must activate these plugins:
  • Problem Management Best Practice – Madrid (com.snc.best_practice.problem.madrid)
  • Problem Management Best Practice – Madrid – State Model (com.snc.best_practice.problem.madrid.state_model)
For both new and upgraded instances, the system administrator must activate the following plugin:
  • Problem Management Best Practice – Madrid – Knowledge Integration (com.snc.best_practice.problem.madrid.knowledge)

These plugins provide additional synchronization between case and problem records and are necessary to fully utilize the integration with Problem Management and the case action status feature.

Roles

The Service Management integration plugins do not add any roles to the customer service agent (sn_customerservice_agent) role. To enable the Service Management integration features, you must add the itil role to the agents who need this capability.
Caution: With the assignment of the itil role, agents are exposed to many other ITSM features in addition to Incident, Problem, Change, and Request.

Additional Actions menu options

The Service Management integration plugins add the following options to the Additional Actions menu on the Case form. Agents can use these menu options to create records for a case.
  • Create Incident
  • Create Problem
  • Create Request
  • Create Normal Change
  • Create Standard Change
Note: Agents can create or associate one incident, problem, or change record with a case. After a record is created or associated with a case, the corresponding options are no longer available on the Additional Actions menu.

Related Records form section

The Service Management integration plugins add the Related Records form section to the Case form. This section includes the following fields:
  • Incident
  • Problem
  • Change Request
  • Caused by Change
When an incident, problem, or change record is created from a case, or an existing record is associated with a case, the record number is added to the corresponding field.

Requests related list

Requests are added to the Requests related list on the Case form. Agents can create multiple requests for a case.

Resolution codes

The Service Management integration plugins provide the following case resolution codes:
  • Solved – Fixed by closing related PRB
  • Solved – Workaround provided based on open PRB
  • Solved – Fixed by closing related Change Request
  • Solved – Fixed by closing related Incident
  • Solved – Related Request is Closed Complete

Major issue management

The major issue management feature works with the CSM integration with Service Management as follows:
  • A major issue manager with the itil role can create incident, problem, change, and request records from a major case.
  • When a major case candidate with an associated record is accepted as a major case:
    • A new major case is created and the candidate becomes a child of the major case.
    • The related record information is copied from the child case to the major case.
    • For the child case, the options to create related records are removed from the Additional Actions menu.
    • For the child case, the fields in the Related Records form section are read-only.
    • Updates to the related records appear in the work notes of the major case. These updates are added to the child case when fields are synchronized from the major case to the child case.
  • A major case and child cases can have different types of related records. This can happen when an existing case with a related incident, problem, change, or request record is added as a child of a major case. When updates are made to the record related to the child case, information about the update is added to the child case work notes.
  • If a major case and child cases have the same related record, updates to that record are added to the major case work notes. These notes are copied from the major case to the child cases if:
    • The sn_customerservice.case_fields_to_sync property is enabled.
    • The field in the in the Related Records form section is added to the sn_customerservice.case_fields_to_sync property.
  • If a major case and child cases have different related records of the same type, updates to the records are copied only to the respective cases.
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