Request Management in CSM

[jennytaylor]

Hi All

I'm after some advice - I've been asked to set up Request Management in CSM, but have never used this module before.  I have activated the Request Management Integration plugin and have successfully created a number of catalog items.

However, as this plugin is a Paid For one, I have been asked to justify the spend.

So my question is, is it possible (with configuration) to allow Customers to submit requests without using the integration?  Has anyone successfully achieved this? How difficult is it to achieve? 

Any information/advice on this subject would be greatly appreciated!

Thanks

Jenny

[khadija3 · Accepted solution]

Hello,

The plugin Request Management in CSM is part of CSM subscription, so you just need to setup the service catalog to allow your customers to submit requests.

Note that for every request created an associated case is also created to manage the communication with the customer

for more info : https://docs.servicenow.com/bundle/newyork-customer-service-management/page/product/customer-service...

Regards,

Khadija

[jennytaylor]

Thanks Khadija

[Richard T]

Hi

For anyone out there how has implemented this part of the CSM module, can you tell me how exactly the communication is handles through the case.

We are testing at the moment but cant see any additional comments being written to the case associated with the request but it wasn't clear from the documentation if this is correct or not.

Thanks

[Varshith Kuraga]

Richard,

I'm in the same boat now. I would genuinely appreciate it if you achieved the syncing for additional fields and other fields.