Customer Service Management
provides an integration with the Incident, Problem, Change, and Request Management applications.
This integration enables users to create request, incident, problem, and change records from a
customer service case.
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 assign the CSM/ITSM integration roles included with the Incident
Management application to the agents who need this capability.
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.
