Manage routing of case for different case types with CSM integration with request management plugin activated

[Sagar Anandpara]

Hi,

I have a use case where I need to set up different customer service case types for different lines of business on the same servicenow instance.

However this need to work in conjunction with already activated "Customer Service with Request Management plugin (com.sn_cs_sm_request)".

So when a request is submitted from the CSM portal, with the above setup, it creates a case (which is a parent of REQ) on the base Case table, but i need it to land onto the new case type table (maybe based on some checks, different case type table(s)) for different types of requests and catalog items.

I am looking for help from experts on the community who have implemented similar use case, and need to know if its an easy setting maybe configurable with just sys_property values, Or On/Off type option

OR

it will require me to make changes in some OOB scripts where the table name need to be changed, which also means I will have modify the script everytime I create a new case type (extended from Case table), Or a combination of above.

Any help in this regard is highly appreciated. Just a note: we are running Quebec version. 

Thanks in advance,

Sagar

[Sai Kumar B]

@Sagar Anandpara 

Could you try the below in your OOB Create Case record producer?

1.) Provide an option to the customer on the request page to choose the type of case

2.) Use record producer script to over-ride the sys_class_name of case based on the type

3.) I believe upon over-riding the sys_class_name, users will be navigated to a specific table records

[Sagar Anandpara]

Hi Sai,

thank you for your reply. As mentioned in the original post, I already have some catalog items (not record producers) for which I need some kind of tagging/ mapping that they belong to a particular case type so that I have only the desired case type table to check for the requests/cases submitted for that particular catalog item. 

In future, we also need to setup more case types for different Business Units and have their own processes. And more catalog items for catering those BUs, so I would need an easy/ configurable way to setup the catalog items. 

Adding another query please: what would be the script (if one time) i have to change the table name from OOB Case table to a new case type table where all requests / cases should be created. 

Any pointers / information will be great help please.

Regards,

Sagar

[Stacy]

Hi Sagar,

Did you ever figure this out.  I have the same requirement.

Thank you,

Stacy

[Varshith Kuraga]

@Sagar Anandpara @Stacy  ServiceNow is still working on it but they provided the workaround. 
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0957522

Workaround

Case creation from Request via portal happens through OOB business rule "Create Case For Request" (sys_script_a5b01d7d3bbb1300bfe04d72f3efc46b.xml)
Above business rule, invokes the service management extension point, which create the baseline case record and maps the underlying fields.
In order to create custom portal flow to create case type extension record from sc_request from CSM portal, follow the below steps:

Step 1:
Created a NEW custom BR for e.g " Create Freight case for request" on sc_request table
Add all the custom data mapping between sc_request and case type within this BR.

Step 2:
Set BR named "Create case for request" to not active. (sys_script_a5b01d7d3bbb1300bfe04d72f3efc46b.xml)

Step 3:
Portal Technical Details
Clone widget named "sc_catalog_item" NEW custom widget
Updated code on line 623 to read;
$location.search('id=csm_ticket&table=&sys_id=' + a.parent_id + '&view=);
This line sets the redirect URL after a request is submitted through the CSM/custom portal. This line is what redirects to the case that was created by the request.