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Published on by
Ieshia Lilly
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When offering world class customer service, there is no one-size-fits-all. ServiceNow CSM Case Types offer a way to streamline and optimize your customer service processes to address customer issues quickly, driving higher agent efficiency and CSAT. CSM Case Types are a collection of data, processes, UI, and flow logic designed to specific types of issues and requests.
Join Customer Service Management (CSM) product managers, Andre Ramsarran and Madhuri Nandella to learn the best practices for tailoring case management for your business using CSM Case Types. This interactive webinar covers: Introduction to case types, OOTB case types available, Best Practices for creating your own case types, Live demo and Q&A.
About Live on ServiceNow®: Live on ServiceNow is our latest event series to help you deploy, adopt, and achieve value faster from your ServiceNow solutions. Each event features an interactive discussion with a product expert, so be sure to come prepared with your questions!
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Thu, Feb 22, 2024 08:00 AM PST
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When offering world class customer service, there is no one-size-fits-all. ServiceNow CSM Case Types offer a way to streamline and optimize your customer service processes to address customer issues quickly, driving higher agent efficiency and CSAT. CSM Case Types are a collection of data ...
Hi @Ieshia Lilly, great webinar. Unfortunately, I never managed to reproduce the content and display the service selector. Maybe you can help?
I installed the Onboarding and Complaints plugins, enabled the declarative action for workspace list, and am able to show the regular Case Type selector:
As per the documentation, I created and set the property sn_csm_case_types.service_definition_select to true. It says that it overrides the sn_csm_case_types.case_type_single_field_select property but this is only partially correct, as show below.
With sn_csm_case_types.service_definition_select = true AND sn_csm_case_types.case_type_single_field_select = false it loads the same modal than before (i.e. does not show the service definitions at all):
With sn_csm_case_types.service_definition_select = true AND sn_csm_case_types.case_type_single_field_select = true it loads some malformed modal, but with the service definitions in the only field:
I don't even know where those layouts are coming from; they are no way near what is shown in the video, which is itself different compared to what is in the documentation:
I spent almost 2 days trying to make this work, reverse-engineering script includes, but with no luck. I also realised that the sn_csm_case_types.get_case_types_roles property needs to be configured, which is not documented anywhere.
Anyway, would you know what I am missing? I would like to use the service definitions with specific playbooks, but it does not seem to work by simply following the documentation.
Many thanks in advance if you can help.
PS -- The New declarative action for the case type selector is using a condition that refers a CaseTypeHelper script include (see below). This script include does not exist anywhere in the platform, and because of this it keeps generating errors in the logs. Not sure if this can explain the issues I'm having.
Here is what worked for me
- Open sys_declarative_action_assignment table
- Filter on Application = CSM Case Types and Action Label is "New"
- Set each of these to Active = True. (NOT ENABLED which is already true)
- set sys_properties values
- sn_csm_case_types.service_definition_select = true
- sn_csm_case_types.case_type_single_field_select = false
- Now when you click the New button on a case list, you should see a new Modal. If a Service Definition is defined on a Case Type, you will see a Case type to select. You can set the definition on the related list of the case types form. The recently released Technlogy Product Support Case Type example includes definitions - https://www.servicenow.com/docs/csh?topicname=tech-product-support-case-app.html&version=latest
