Implementing a case to incident relationhip

[Aaron Wilson2]

Has anyone implemented a 'case to incident ' or  'case to request' relationship within CSM.  Just interested in feedback and pros and cons.  We're planning to add a help desk group in CSM then link to existing L2 support in incident/request for cases they can't resolve at help desk level.

[Darmawan]

Hi Dennis,

Does case agent need to have ITIL license to create new incident from case? same thing with the incident assigned to, do they need to have ITIL license to update the incident? this is for scenario when customer only bought CSM.

Thanks.

[dennismagnuson]

When you activate CSM, the ACL for creating Incidents gets updated to use the snc_internal role. By default all your internal users, agents, will get this role so they can create Incidents. Only one of the two default write ACLs gets updated. There is one that requires the itil role and then the one where it checks if you are the caller or the person that opened the Incident. It's the second one that also adds the snc_internal role criteria.

So a couple of things to consider.

Who is the Caller on the new Incident created? Are you going to carry over the external account as the caller or will the Agent be the caller, acting as the go between for IT and the external person? This would give the Agent some access to update the Incident record.

If the Agent isn't the Caller of the Incident, they do have some write access as they're the person that opened the record.

In either option, the Agent would be limited to the fields on the record they could write to.

If you want the Agent to have full access to the Incident records, they would need to have the itil role. I'm not a license person so I'm going to direct you to your Sales Rep for this next part. For the customer I worked on, the CSM purchase and agent roles included use of itil roles. This may have been specific for that client, so again, talk to a sales/license expert to understand.

If you are going to venture from a CSM case to an Incident record, then you're starting to delve into the ITSM application and will need some users with the itil role for record management.

With Madrid, there are new plugins for the management of Incidents and Requests from Cases. I've just started working on that and will need to look deeper to see if there have been any other changes with those plugins.

Hope that helps.

Dennis

[Community Alums]

Hi Aaron,

Please upgrade your instance to Madrid as soon is GA - found this feature is available OOTB.

Many thanks,
Rafael