The case types in CSM

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Jagjeet Singh1
Tera Contributor

‎02-06-2022 04:23 AM

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.

 

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Maik Skoddow
Tera Patron
Tera Patron
In response to Jagjeet Singh1

‎02-06-2022 05:07 AM

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

 

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Hendrik Odendaa
ServiceNow Employee
ServiceNow Employee

‎01-17-2024 06:38 AM

Also if you want to use the case type selector on the CSM Configurable workspace list views, configure it as per the link: https://docs.servicenow.com/csh?topicname=config-case-type-declarative-action.html&version=latest

(make active the "new" declarative actions (sys_declarative_action_assignment) records related to the "CSM Case Types" Application")

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