Customer Service Management using sys_user table for customer_contact table

[Johannes Coetse]

Hallo community,

I need some help pretty please. CSM information seem on the scarce side. Having a hard time understanding the idea behind CSM's oob config and purpose. It seems to be focused on external customers rather than supporting users inside our organization.

Instance Version: Helsinki Patch 7

CSM plugins activated:  

• Customer Service
• Customer Service Management Demo Data
• Customer Service Portal

CSM seems to be exactly what we need for our organization to replace MS CRM, apart from a few issues we are running into. Reason for wanting to use CSM is to capture cases and then create related Incidents, Requests, Problems etc from the case. Having a single entry point for the start of any type of TASK.

We have departments in the org. and these will be our Accounts. I suppose we will need to import these to the Accounts table in CSM?

Our Contacts linked to the Accounts need to be the users from sys_user table. I have looked at m2m relationships, relationships and activating the Edit... UI Action.

Biggest concern is that when creating a new contact(customer_contact) it gets created in the sys_user table too. We do not have external customers, only internal end users. Thus any contacts created are duplicate records of the current users.

Any ideas what the best method would be to change all the contact fields and lists to use sys_user?

Appreciate all and any help.

Regards,

Johannes Coetsee

[Johannes Coetse]

For testing purposes I have now edited the dictionary for Account and Contact to reference the Department and User tables respectively. It's working but afraid in the future this might be the wrong approach and regret it later.

Trying to see now if some functionality gets broken like scripts, notifications, br etc.

[himani_sharma]

Hi

Did you fix it with anyother method?

[Johannes Coetse · Accepted solution]

Hi Himani,

We have abondoned the CSM idea for now and just focusing on ServiceNow Core.

Regards,

Johannes

[Beno_t Proulx]

Hi,  I'm struggling with the same. 

CSM is the perfect tool to replace our current Case Management system we used to serve a big portion of our internal users for subjects outside the scope of IT.

I'm curious as to what solution you ended up using instead of CSM. Thanks.