Converting Request Catalog Items to Case Catalog Items

[TStark]

My organization is currently using ITSM and are exploring the possibility of using CSM. We have a ton of catalog items (forms) that create requests and all of our catalog items are associated with workflows for the tasks creation. My question is what is the process of converting those catalog items/workflows from creating requests to creating cases?

Thanks,
AJ

[Amarjeet Pal]

Hello @TStark ,

Go through this document first :
https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-se...

I have a question for you, do you want to move all these catalog items to CSM portal i.e. customer-facing?

Let me explain to you how the catalog items work in the CSM portal. Whenever a partner raises a catalog item, the case becomes the parent of the request. So now it will be CASE>>REQUEST>>RITM>>SCTASK.

Thanks

Amarjeet Pal 

Advania UK

[TStark]

Hi @Amarjeet Pal ,

No, not all catalog items will be moved to CSM portal.

Thanks.

[Amarjeet Pal]

I recommend migrating smaller batches, such as 5 items at a time, as this will require testing on your end. However, the out-of-the-box (OOTB) scripts will handle the process once the catalogs are set up for customer service. As you have mentioned in the first line you have tons of catalog items so I will not go with Manual creation , it will be very much time consuming just changed the catalogs to customer service and test with user having snc_external role.

Let me know how you with your testing.

Thanks

Amarjeet Pal

[Amarjeet Pal]

Hello @TStark ,

could you please let me know is your issue solved or you need further assistance if not please mark the response helpful and accept the solution to close the thread and it will be useful for other community members.

Thanks

Amarjeet Pal