Post Case Review Option not visible on case form in CSM

[Varsha Damodar]

Hello Community Team 

I am not able to find option 'Post Case Review' in context menu of Case form (Customer Service Management).
Tried for Resolved state Case.
Is there any way so that I can able to see this option. Do I have to install any specific Plugin for this ?
Appreciate your help.

[Akash4]

Hi Varsha, 

Maybe if your instance has Lifecycle management plugin, you may able to see this.

Also, for advanced options/features there exists - csm_advanced plugin.

Ensure also on accessing from users having roles: customer_service_agent or customer_service_manager

[Varsha Damodar]

Hi Akash,
I have installed Lifecycle management plugin on my PDI , still not able to see "Post Case Review" Option in Case Form.
Not able to find "csm_advanced" plugin to install.

[Mexiprince · Accepted solution]

@Varsha Damodar - The Case Digests (com.sn_csm_case_digest) plugin needs to be active. 

Procedure

1. Navigate to All > Customer Service > Administration > Guided Setup.
2. On the Getting Started page of the guided setup, click Get Started
3. In the Case Management category, view the list of tasks to configure the feature.

https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-se...

[Varsha Damodar]

Thanks .

This helps me