CSM Case Type for Request
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03-06-2023 07:04 AM
We have decided to use case types, but ServiceNow doc advise we should not have a mix of standard cases and cases with case types. Instead create a separate case type (with no attributes) if we want to use a basic Case. Does this also apply for Service Request types? Should we create a basic Case for 'Service Request', if so how has everyone 'configured' this to integrate with Request management and CSM Portal?
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03-06-2023 07:15 AM
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03-06-2023 09:32 AM
Hi @Community Alums
I have reviewed the doc, but it does not answer my question. Do I need to create a case type to for Service Request if I am using case types. As per the below text suggests. If so, how do I configure this to work/integrate with request management.
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05-07-2023 03:24 PM
Did you figure out how to handle this, I have the same question.
thanks,
Stacy
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05-16-2023 02:32 AM
Hi @Stacy ,
The feature isn't supported OOB, and SN are working to include this in future release ..
I am following the suggested workaround in the attached KB article.
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0957522
