How to change the table from sn_customerservice_case to custom table while creating a request

[Samiksha2]

Hi All,

We have created two tables extended from Case table.

1. External

2. Internal

So when we are submitting any request(variables are requested for- reference to Customer table and account - referencing to Account table) from the CSM portal a new case is creating along with Request in the case table. We want to create Case in in External table.

Where to check that? I didn't find any BR or script.

Please help in this.

Thanks,

Samiksha

[Samiksha2]

Please anyone help me in this.

[Adrian Ubeda]

Hello @Samiksha2,

Inside sc_cat_item table you should be able to edit the record which creates the case in sn_customerservice_table, select the external/internal table instead the OOTB table and this should generate a record inside that table:

Other solution, could be create a record producer instead for that tables and the use it in CSM portal.

[Samiksha2]

Hi @Adrian Ubeda ,

Catalog Item is Service catalog. Everything is working fine but case is creating in sn_cutomerservice_case. The requirement is that case should create in u_external_table.

[Mark Manders]

Can you share your record producer here? If you change the table (as shown in the screenshot of Adrian) to your custom table, it should create a record in that table (assuming the fields are all there).