Tables to update from Service Portal

[Yuki21]

Hello.

Is it correct that the information entered from the service portal is always stored in the case table (sn_customerservice_case)?
(After storing it in the case, store it in the internal table mapped by the record producer)
If there are cases where it is not stored, please let me know what conditions apply.

The license type is CSM license.

[amaradiswamy · Accepted solution]

Hi @Yuki21 ,

Please elaborate more on the exact issue you are facing preferably with screenshots for better understanding of the issue.

In Service portal catalog items and record producers will be displayed as a form with the questions. If it is a catalog item, a request will be created and if it is a record producer a record in the target table of record producer will be created.

so, I guess you have some record producers with target table as sn_customerservice_case which were displayed in a portal. In this case, yes upon submission of the forms from CSM service portal the case information will be created in sn_customerservice_case table and the answers provided for the questions will be stored in question_answer table.

We can't always say all the records will be stored in sn_customerservice_case table. It depends on the record producer used to submit, please check the record producer to know the target table

[Yuki21]

Thank you.
Helpful!!