The case types in CSM

[Jagjeet Singh1]

Hi Community members,

I am working on a CSM implementation and was exploring the Case types plugin.

For now, I have followed the guided setup and enabled the case types in my PDI. I can also use these from workspace and case type cases are being created in my custom table which I created as part of the setup. I have few queries.

1. I do not see where it is documenting the case type selected by agent from interaction record.

2. From your experience with case types; please list out few things that I should keep in mind while implementing this.

Any help would be appreciated.

[Maik Skoddow]

Hi @Jagjeet Singh 

Case types are nothing else than child tables of sn_customerservice_case. To see the "Case type" you have to enable column "Task type". Then you can group by "Task type" to see all "Case types".

I don't have any recommendations for you regarding case types. It is the way ServiceNow wants to handle that topic and facing all the different requirements for case types it makes sense to me to create child tables.

Kind regards
Maik

[Jagjeet Singh1]

Thanks Maik. Do you mean that I should have one child table for each case type?

[Maik Skoddow · Accepted solution]

Hi @Jagjeet Singh 

when following the training materials, you will see that creating a Case type means creating child tables of sn_customerservice_case. So yes, you have to create child tables for each Case type!

Kind regards
Maik

[Jagjeet Singh1]

Appreciate your help Maik.