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
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
Hi @imanithomas ,
Navigate to CSM Table Map table [csm_table_map], there you can find the configuration for "Create case" as below and make sure it is active.
Let me know if this is helpful.
Thanks,
Sandhya Gurram
