cannot create case from discussion/question in ServiceNow Communities Portal

[Tu_n Anh __o Ng]

Hello everyone,

I am having issues with the Question to Case feature in ServiceNow Communities Application.

According to our official documentation, we need to activate the Customer Service application and use the proxy_case_creator role to create a case from a question.

However, I was unable to find the Create case button as well as the list of questions that can be turned into a case. I cannot find anything from documentation, and can only assume that the question asker is required to be a contact or some kind of components in the CSM application.

Please let me know if you can make it work.

Many thanks,

Tuan Anh

[Jarrod Cooper1]

Hi There, 

Please check the following Property:
'sn.communities.enable_csm_case_creation_from_question'

This property provides access to the “Create Case” option on the Community Question widget and the “Question to Case” option on the Community header list menu.

[Jarrod Cooper1]

You also will want to make sure you are testing with an External user. 

[Sandhya Gurram · Accepted solution]

Hi @Tu_n Anh __o Ng ,

Please check the following conditions.

1. The community profile who posted the question, should be a customer service contact. 

2. The person creating the case should have a "proxy_case_creator" role.

3. Check whether you have enabled the "Create case" configuration for "Social Q&A Question [kb_social_qa_question]" in the CSM Table Map table [csm_table_map].

4. Please check the property is enabled 'sn.communities.enable_csm_case_creation_from_question'.

If you have all of these set up properly you will be able to see the option to create a case for unanswered questions.

Let me know if this is helpful.

Thanks,

Sandhya Gurram

[imanithomas]

Hi Sandhya! 

I am struggling with #3, enabling the "create case" configuration. The only configuration list I see doesn't allow me to edit/add. How can I add it to the table?