Add custom case type in CSM

[avisingh]

The client has a need to add Quality as a case type or any other in CSM besides Order and Product. I did not find any documentation or any similar implementation in ServiceNow

[SimonDunsmoor]

Though I am not sure of the full requirements around Quality as a Case Type, would it work for you to create a T/F field on the Product Case table that notes if the Case is of the Quality type? 

You could build List Views and reports which filter on that field, and any Business Rules or Client Scripts could also take it into account.

Lastly, if something was mis-characterized as Quality (or not Quality) a simple check would remove/add it appropriately.

Looking for the simplest solution, based on the information we have.

Simon Dunsmoor

[parag-mone]

Hi,

You can extend standard Case table and define a new table to capture - "Quality" cases. This approach let you define different business processes, state transition, validations, and forms by different case type.

Please take a look at the community post - "Application Inheritance with ServiceNow Applications" for additional details.

If your business processes, state transition, inputs, validations etc. are same b/w different types then you can simply add a field called "Case Type".

Thanks,

Parag Mone

[tim_norman · Accepted solution]

The Orlando release includes a case types feature to create and configure different types of customer service cases. You can use case types to support a wide variety of end-user needs, including:

• Diverse industries and products
• Complex processes, events, and systems
• Collaboration with multiple users

More information here; 

https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service...

[Runjay Patel]

Learn Customer Service Management (CSM) from scratch to end with real world implementation and get live project hands-on.

Step by Steps implementation: https://www.youtube.com/watch?v=dEVAtFxqERQ&list=PLIGcZxQaeEoh73qbQJqWfGMDAx2bTzKl7&ab_channel=Servi...

This Series help you to understand below topics

• CSM Overview
• Enable Required Plugins
• Who Use ServiceNow CSM?
• CSM Terminology
• Technical Considerations Before Starting Development
• Relationship among CSM tables in Details
• Case Management Overview
• Configure Chat/Virtual Agent
• Agent Workspace
• CSM Roles Management
• Foundation/Master Data Configuration
  • Accounts
  • Contacts / Consumer
  • Products
  • Assets
  • Contracts
  • Entitlements
• Live Implementation with real world scenario
• Assignment Workbench and Advanced work assignment
• Case And Account Escalation
• CSM Integration With Service Management
• Difference in CSM Fundamentals class and CSM Implementation class
• CSM Certification Related Important Notes
• Add custom case type in CSM
• Relationship between Service Model and Service Offering
• Understanding CSM client requirements
• Mobile app for CSM agent
• how create incident record from customer service case
• Customer Service Portal user and agent roles
• How to allow consumer to read cases they have submitted via the portal