CSM-Need to understand the best practice for relating more than 1 incident to a case

[Abhijit Das]

Need to understand the best practice for relating more than 1 incident to a case. I know it's doable with a related list in the native Case form view. But I am looking for a solution in the CSM workplace.

Your support and help is much appreciated.

@Ankur Bawiskar, Platform pro's kindly help me on the above.

[SANDEEP DUTTA]

Hi @Abhijit Das ,

You need to get the right plugins first to bridge between ITSM ( Service Management) and CSM.

Then you will be able to relate the incidents, proble or change from Workspace itself.

The correct process is below for the setup:

https://www.servicenow.com/docs/bundle/yokohama-customer-service-management/page/product/customer-se...

And once you are done with above , you can Create incident, problem, change, and request records from Agent Workspace .

[Abhijit Das]

Thanks Sandeep for the info. But I want to share the plugin exist. I want to have one to many relationships i,e Need to understand the best practice for relating more than 1 incident to a case. A single incident gets tagged in the workspace through the OOB button 'create incident'. But how can I have a related list for adding multiple incidents to the case record.

[Ankur Bawiskar]

@Abhijit Das 

As already mentioned by Sandeep, you can check docs link

There is a separate plugin for this

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Abhijit Das]

Thanks @Ankur Bawiskar for the info. But I want to share the plugin exist. I want to have one to many relationships i,e Need to understand the best practice for relating more than 1 incident to a case. A single incident gets tagged in the workspace through the OOB button 'create incident'. But how can I have a related list for adding multiple incidents to the case record in the workspace. Any custom soln is also appreciated.