Request in case

Salomao_
Tera Contributor

‎12-11-2023 04:57 AM

Every time I request an item via CASE, it is not linked to RITM. How can I solve? Here is te print: 

Salomao__1-1702299339479.png

The request below is how it should appear. The one above is how it appears. 

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Community Alums
Not applicable

‎12-11-2023 05:10 AM

Hi @Salomao_ ,

Integration with Request Management requires the Customer Service with Request Management plugin (com.sn_cs_sm_request).

Please go through this Document :https://docs.servicenow.com/bundle/utah-customer-service-management/page/product/customer-service-ma...

 

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ersureshbe
Giga Sage
Giga Sage

‎12-11-2023 08:01 AM - edited ‎12-11-2023 08:03 AM

Hi, It can be achieved through Agent workspace. Once the case is raised and OOB allows to convert the case to a Service Request. If a request is created CASE displays the REQ number. REQ tagged RITM and took the reference.

 

Create a database view and map the tables and generate the report if required.

 

 

Regards,
Suresh.
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