Sort tasks based on account

[subinsuresh]

Hi Team,

We use both CSM and ITSM and need a way to search and view all associated records, including Cases, Incidents, and Problems, for a given Account.

What would be the best approach to achieve this?

we wanted have a list in workspace with all these details

Thanks.

#csm #itsm

[subinsuresh]

I did a bit of a deep dive into this and noticed that we have a Company field in the Task table that we could potentially leverage, since the same field is available across all the relevant tables.

Since the Company field is already present in the ITSM tables, would it be possible to automatically populate the company from the associated Account whenever a case is created?

Has anyone implemented something similar before, or are there any existing patterns i can follow?

[Its_Azar]

Hi there @subinsuresh 

Tryy creating a unified list in Workspace based on the common Account reference. Since Cases, Incidents, and Problems are different tables, I’d recommend using a database view or a custom Workspace data resource that combines the required fields and filters them by Account. 

[subinsuresh]

Hi @Its_Azar  ,

What do you think about this approach ?

because we really want to have  single pane of glass for account  / company

"

I did a bit of a deep dive into this and noticed that we have a Company field in the Task table that we could potentially leverage, since the same field is available across all the relevant tables.

Since the Company field is already present in the ITSM tables, would it be possible to automatically populate the company from the associated Account whenever a case is created?

Has anyone implemented something similar before, or are there any existing patterns i can follow?"

[Its_Azar · Accepted solution]

Hi again @subinsuresh 

Yes, that can work. If Account ---> Company is a consistent mapping in your data model, populating company iin the Task record when the CSM Case is created would make the cross-table reporting/list much easier.

I’d just avoid duplicating the relationship unless there’s a clear need. Ideally keep Account as the source of truth and populate Company through a Business Rule/Flow, then use the common Task fields for the Workspace view.