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    • Customer Service Management
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    Home Orlando Customer Service Management Customer Service Management Customer Service Management Integrate Customer Service Management with other applications CSM integration with Service Management

    CSM integration with Service Management

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    CSM integration with Service Management

    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.
    • CSM integration with Incident Management

      Integration with the Incident Management application enables customer service agents to create incident records from cases or associate existing incident records to cases.

    • CSM integration with Problem Management

      Integration with the Problem Management application enables customer service agents to create problem records from cases or associate existing problem records to cases.

    • CSM integration with Change Management

      Integration with the Change Management application enables customer service agents to create change records from cases or associate existing change records to cases.

    • 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.

    • Provide external customers with access to problem, change, and request records

      External customers can view the problem, change, and request records associated with their customer service cases from the Customer and Consumer Service Portals.

    • Enable users to create requests from the Customer and Consumer Service Portals

      Enable your contacts and consumers to create and track requests from the Customer and Consumer Service Portals.

    • Enable users to approve changes and requests from the Customer Service Portal

      Enable your contacts to approve change and request records related to customer service cases from the Customer Service Portal.

    Related topics
    • CSM/ITSM integration roles

    Tags:

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    Release version
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      CSM integration with Service Management

      • Save as PDF Selected topic Topic & subtopics All topics in contents
      • Unsubscribe Log in to subscribe to topics and get notified when content changes.
      • Share this page

      CSM integration with Service Management

      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.
      • CSM integration with Incident Management

        Integration with the Incident Management application enables customer service agents to create incident records from cases or associate existing incident records to cases.

      • CSM integration with Problem Management

        Integration with the Problem Management application enables customer service agents to create problem records from cases or associate existing problem records to cases.

      • CSM integration with Change Management

        Integration with the Change Management application enables customer service agents to create change records from cases or associate existing change records to cases.

      • 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.

      • Provide external customers with access to problem, change, and request records

        External customers can view the problem, change, and request records associated with their customer service cases from the Customer and Consumer Service Portals.

      • Enable users to create requests from the Customer and Consumer Service Portals

        Enable your contacts and consumers to create and track requests from the Customer and Consumer Service Portals.

      • Enable users to approve changes and requests from the Customer Service Portal

        Enable your contacts to approve change and request records related to customer service cases from the Customer Service Portal.

      Related topics
      • CSM/ITSM integration roles

      Tags:

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