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CSM integration with Request Management

Integration with the Request Management application enables customers to create requests from the Customer Service Portal. Agents can also create request records from cases.

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

Create one or more requests on behalf of a customer from an existing customer service case.
Associate an existing request to a case.
Remove an associated request from a case.
View a list of requests associated with a case in the Requests related list.
View the following in the case work notes:
- Request state changes.
- Additional comments added to the request record.
Note: When creating a request from a case, if the agent chooses a catalog item that is using cart v1 (the use_sc_layout field is not checked), the case is not set as the parent of the request.

Implementation

Integration with Request Management is available for customer service agents and external customers.

Note: Integration with Request Management is not supported for the partner and partner administrator flows. The ability to select accounts and contacts for the partner and partner administrator flows is not available.

How it works for a customer

Customers can submit requests for themselves from the Customer Service Portal. The request process is integrated with Service Catalog.

Note: Partners and customer administrators cannot submit requests on behalf of other accounts or contacts.

The customer selects a catalog item and submits a request.
A new case is created, which becomes the parent of the request. One request is associated with a case and a request contains one item.
The case is used as the reference for the customer, who can see the request status and updates from the case on the Customer Service Portal.
All cases associated with a request appear on the request record in the Cases related list.

The following information is copied from the request to the case:


Request fields	Case fields
Short description	Short description
Requested for	Contact
Account	Account

How it works for an agent

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

The request state is New.
The case becomes the parent of the request. The case number is added to the Parent field on the request form.
The request is associated with the case and is added to the Requests related list.
A work note for the request association with the case is added to the Work notes field.
The domain of the request is mapped to the domain of the case.

The following information is copied from the case to the request record:


Case fields	Request fields
Short description	Short description
Contact	Contact

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

The request state changes.
The request is closed.
Additional comments are added to the request.

Note: When a request is closed, the case does not automatically move to solution proposed.

Extension points

Customers can create the logic for mapping the Request field by using the sn_cs_sm_request.CSMRequestIntegrations extension point.

Communicating with the requester

The task fulfiller can communicate with the requester if additional information is needed. Use the Additional comments field on the request to communicate with the requester through the case. Information added to the Additional comments on the request are synchronized to the casework notes.

If the case is the parent of the request, notifications to the requester are suppressed when additional comments are added to the request by the fulfiller.

Service catalog integration with the Customer and Consumer Service Portals

The customer administrator (sn_customerservice.customer_admin) can associate a portal with a catalog.

This section describes the catalog pages and widgets provided as part of the Customer Service integration with Request Management.

CSM Catalog page

The display page for catalog items on the Customer and Consumer Service Portals. This page serves as the landing page for any service catalog item exposed on a CSM portal. All request items exposed on the CSM portals are either service catalog items or service catalog record producers. Navigate to Service Portal > Pages to view this page.

Page ID: csm_sc_cat_item
Update name: sp_page_7ea80b123bb31300bfe04d72f3efc4b7
Available to roles: snc_internal, snc_external

CSM Catalog Item widget

This widget handles the redirection logic on submission of the catalog item and embeds the default catalog item widget. This widget listens to event $sp.sc_cat_item.submitted; on submission of a catalog item, it handles the portal redirection logic based on the page_id and the catalog portal URL. When there is no parent set in the Requests (sc_request) table, the URL is redirected to the default service portal ticket page. If a record producer has a redirect URL, this widget uses the redirect URL from the record producer instead of redirecting to the ticket page.

Widget ID: csm-sc-cat-item
Update name: sp_widget_ec837c713bbb1300bfe04d72f3efc4d1
Available to roles: snc_internal, snc_external

Page route map

It is important to set up a page route map for any new Service Portals to handle the redirection to the Case ticket page. The redirection is based on the logic described in the CSM Catalog Item widget.

CSM Catalog item page route map: for the Customer Service Portal, this page route map routes the URL redirect from the sc_cat_item page to the csm_sc_cat_item page.
CSP Catalog item page route map: for the Consumer Service Portal, this page route map routes the URL redirect from the sc_cat_item page to the csm_sc_cat_item page.

Portal settings for catalog items

Once the catalog items are defined, visibility of the Submit / Add to Cart button can be controlled by navigating to Service Catalog > Catalog Definitions > Maintain Items, selecting the desired item, and enabling or disabling the fields in the Portal Settings form section.

Request method: select Order, Request, or Submit as the type of catalog item.
Hide ‘Add to Cart': enable if the Add to Cart button should be disabled for the catalog item.
Note: The Add to Cart button is not currently supported on the Customer Service Portal or the Consumer Service Portal.
Hide Quantity: enable if the Quantity of the catalog item should be hidden.
Hide Delivery Time: enable if the Delivery Time of the catalog item should be hidden.
Hide ‘Add to Wish List’: enable if the Add to Wish List button for the catalog item should be hidden.
Hide Attachment: enable if the attachment of the catalog item should be hidden.

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CSM integration with Request Management

Integration with the Request Management application enables customers to create requests from the Customer Service Portal. Agents can also create request records from cases.

Create one or more requests on behalf of a customer from an existing customer service case.
Associate an existing request to a case.
Remove an associated request from a case.
View a list of requests associated with a case in the Requests related list.
View the following in the case work notes:
- Request state changes.
- Additional comments added to the request record.
Note: When creating a request from a case, if the agent chooses a catalog item that is using cart v1 (the use_sc_layout field is not checked), the case is not set as the parent of the request.

Implementation

Integration with Request Management is available for customer service agents and external customers.

How it works for a customer

Customers can submit requests for themselves from the Customer Service Portal. The request process is integrated with Service Catalog.

Note: Partners and customer administrators cannot submit requests on behalf of other accounts or contacts.

The customer selects a catalog item and submits a request.
A new case is created, which becomes the parent of the request. One request is associated with a case and a request contains one item.
The case is used as the reference for the customer, who can see the request status and updates from the case on the Customer Service Portal.
All cases associated with a request appear on the request record in the Cases related list.

The following information is copied from the request to the case:


Request fields	Case fields
Short description	Short description
Requested for	Contact
Account	Account

How it works for an agent

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

The request state is New.
The case becomes the parent of the request. The case number is added to the Parent field on the request form.
The request is associated with the case and is added to the Requests related list.
A work note for the request association with the case is added to the Work notes field.
The domain of the request is mapped to the domain of the case.

The following information is copied from the case to the request record:


Case fields	Request fields
Short description	Short description
Contact	Contact

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

The request state changes.
The request is closed.
Additional comments are added to the request.

Note: When a request is closed, the case does not automatically move to solution proposed.

Extension points

Customers can create the logic for mapping the Request field by using the sn_cs_sm_request.CSMRequestIntegrations extension point.

Communicating with the requester

If the case is the parent of the request, notifications to the requester are suppressed when additional comments are added to the request by the fulfiller.

Service catalog integration with the Customer and Consumer Service Portals

The customer administrator (sn_customerservice.customer_admin) can associate a portal with a catalog.

This section describes the catalog pages and widgets provided as part of the Customer Service integration with Request Management.

CSM Catalog page

Page ID: csm_sc_cat_item
Update name: sp_page_7ea80b123bb31300bfe04d72f3efc4b7
Available to roles: snc_internal, snc_external

CSM Catalog Item widget

Widget ID: csm-sc-cat-item
Update name: sp_widget_ec837c713bbb1300bfe04d72f3efc4d1
Available to roles: snc_internal, snc_external

Page route map

CSM Catalog item page route map: for the Customer Service Portal, this page route map routes the URL redirect from the sc_cat_item page to the csm_sc_cat_item page.
CSP Catalog item page route map: for the Consumer Service Portal, this page route map routes the URL redirect from the sc_cat_item page to the csm_sc_cat_item page.

Portal settings for catalog items

Request method: select Order, Request, or Submit as the type of catalog item.
Hide ‘Add to Cart': enable if the Add to Cart button should be disabled for the catalog item.
Note: The Add to Cart button is not currently supported on the Customer Service Portal or the Consumer Service Portal.
Hide Quantity: enable if the Quantity of the catalog item should be hidden.
Hide Delivery Time: enable if the Delivery Time of the catalog item should be hidden.
Hide ‘Add to Wish List’: enable if the Add to Wish List button for the catalog item should be hidden.
Hide Attachment: enable if the attachment of the catalog item should be hidden.

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CSM integration with Request Management

CSM integration with Request Management

Implementation

How it works for a customer

How it works for an agent

Extension points

Communicating with the requester

Service catalog integration with the Customer and Consumer Service Portals

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CSM integration with Request Management

CSM integration with Request Management

Implementation

How it works for a customer

How it works for an agent

Extension points

Communicating with the requester

Service catalog integration with the Customer and Consumer Service Portals

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