Integration with Incident Management requires the Customer Service with Service Management plugin (com.sn_cs_sm). With this plugin and with the assignment of the itil role, customer service agents can:

• Create an incident from a case.
• Associate an existing open incident to a case.
• Remove an associated incident from a case.
• View the following in the case work notes:
  • Incident state changes.
  • Additional comments added to the incident record.

An agent can create an incident from a case by selecting the Create Incident option from the Additional Actions menu. When the incident is created:

• The incident state is New.
• The incident is associated with the case and the incident number is added to the Incident field.
• A work note for the incident association with the case is added to the Work notes field.
• The domain of the incident is mapped to the domain of the case.
• The following information is copied from the case to the incident record.

  Case fields	Incident fields
  Short description	Short description
  Default impact	Impact
  Urgency	Urgency
  Contact	Caller
  Configuration item (if available)	Configuration item

  Note: The agent can manually change the incident impact and urgency to different values on the incident record as needed.
• If the case has an associated Problem, Change Request, or Caused by Change record, this information is also copied to the incident record.

Work notes are synchronized from the incident to the case when:

• The incident state changes. If the incident state changes to On Hold, the hold reason is copied to the case work notes.
• The incident is resolved or closed. The incident resolution notes and resolution code are copied to the case work notes.
• Additional comments are added to the incident.