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]

Hi @Mark Manders,

I am not creating a Record Producer. I created a catalog item in the sc_cat_item table. I have these two variables in it.

Requested for- reference to Customer table and Account - referencing to Account table

Now I am trying to submit the Catalog Form form the CSM portal, a case is creating along with the request. 
And that case is creating in the sn_cutomerservice_case. But we want to create that case in the u_external_table.

[Mark Manders]

You will need to share more information than you currently have. If you want to populate a custom table from the portal, you will need a record producer by default. If it's the catalog item that currently triggers the creation of a case, you need to share information on how this is done, because you will need to change that trigger to not create a case, but some other record. How is the case created? We can't see how your instance is set up but if you have that answer, you also have your solution.

[Samiksha2]

Hey @Mark Manders ,

There are two customs tables(u_internal and u_external) extended from Case table(sn_customerservice_case).
I have created a catalog Item (Create External Generic Request)- Catalogs- Customer Service and Category is Support.

In the Catalog I have added two variables- 

1. Requested for- reference to Customer table 

2. Account - referencing to Account table

Now by default when the form is loaded, Account is populating based on logged in user.(If logged in user record is in customer table) - this functionality is OOTB.

Now I am submitting the request, a Case is creating with the Request. (This is also OOTB functionality, when we have account variable Case is creating with Request. I checked, if am deactivating Account variable then simple Request is creating without Case, but with account case is creating)

The Problem is here, there are some fields which are created in the u_external table is not visible here because this is extended table of u_external table. So we want to change the insert script so that when request is created a case should create in u_external table not in the sn_customerservice_case table.

I am unable to find the OOTB script from where I can change the insertion code. 

Thanks, 

Samiksha

[Samiksha2]

Hi @Mark Manders and @Adrian Ubeda ,

After searching a lot, I found these script includes, but it is not editable. Here table is defined.

1. ServiceManagementRequestUtils

2. RequestManagementIntegrationConstants

In the 2nd script include constants are defined (table is also defined).

We cannot change these script includes as these are readonly.

I guess I cannot change the OOTB table.

Thanks a lot for your time.

Regards,

Samiksha