Map Cat item to proper case type

[Patryk Oshibuch]

Hello,

I am looking for a OOTB solution:
I have a some list of catalogue items available on CSM portal. When the request is submitted the BR "Create case for request" will be triggered - but the destination table is always [sn_customerservice_case] (this is constant).

Is there any OOTB way to map cat item to proper case type?

Regards,
Patryk Oshibuchi

[Patryk Oshibuch]

Or maybe it is possible to "refactor" case to casetype?

[Tanushree Maiti]

Hi @Patryk Oshibuch 

Check the record producer maps to which table. change there .

[Rakesh_M · Accepted solution]

HI @Patryk Oshibuch ,
1. Go to All >> System Extension Points >> Scripted Extension Points. or sys_extension_point.list
2.Open Record where API  Name= sn_cs_sm_request.CSMRequestIntegrations
3.In the script under the function copyFieldsFromRequestItemToCase add following:

caseGr.sys_class_name=" <your case type table name>";

//example ----> caseGr.sys_class_name="sn_customerservice_travel";

4.Click Create Implementation.

5.Navigate back to sn_cs_sm_request.CSMRequestIntegrations extension point.

6.In the Implementations related list, set the order so that the latest created record has the smallest value.
7.Now when a requested is submitted from CSM portal the case is created in specified case type table.


NOTE: Even though the record is of type Case, the Number field follows the Case format.

[Patryk Oshibuch]

Thank you very much, that is what I needed!