Do's a a CSM Agent need a ITSM Fulfiller licence to work Incident/Problem/Changes created from a CSM Case?

[Edward Halliday]

When using CSM with Service Management the standard agent licence allows the creation of ITSM records from the Case. 

Can the CSM Agent then work those INC,PRB,CHG records without an ITSM Fulfiller licence? 

[Raf1 · Accepted solution]

Hi Ed,

You would need an ITIL license in this scenario. Existing integration between CSM and Service Management only grants the creation of incident to the case.

Segregation is the key, i.e. Incident vs Case.

https://docs.servicenow.com/bundle/newyork-customer-service-management/page/product/customer-service...

Thanks,

Raf

[Runjay Patel]

Learn Customer Service Management (CSM) from scratch to end with real world implementation and get live project hands-on.

Step by Steps implementation: https://www.youtube.com/watch?v=dEVAtFxqERQ&list=PLIGcZxQaeEoh73qbQJqWfGMDAx2bTzKl7&ab_channel=Servi...

This Series help you to understand below topics

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• Relationship among CSM tables in Details
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• Agent Workspace
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  • Accounts
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• Add custom case type in CSM
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• Mobile app for CSM agent
• how create incident record from customer service case
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