How to enable CSM agents to create incident records from cases?

[Miikka_M]

Hi, 

I try to enable customer service agents to create incident records from cases. According to this documentation, it requires Customer Service with Service Management -plugin and roles; sn_incident_read &
sn_incident_write to user.

I have that plugin in my instance, but when I try to add roles above in roles-slushbucket, I can't find these roles. 

What I am doing wrong? How I can add those roles above to customer service user?

See pictures attached.

Thanks!

Best,
Miikka Martikainen

[Maik Skoddow · Accepted solution]

Hi

the mentioned roles are not the only ones for creating Incidents (more information about these roles at https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0758032 and https://docs.servicenow.com/bundle/sandiego-it-service-management/page/product/incident-management/t...).

In most of the cases you have to provide the itil for enabling agents to create Incidents.

Kind regards
Maik

[Miikka_M]

Thanks Maik! I added the ITIL-role for CSM agent and after that agent was able to create incident from case. 

Best,
Miikka