Case Types and scoped apps

[e_wilber]

Does anyone have experience with CSM Case types where the customer wanted each case type to be their own scoped application?

If so, does that make it more complex to convert Cases from one type to another across scopes by simply updating the table name for the record?

[Maik Skoddow]

Hi @e_wilber 

creating individual scopes for each case type is the recommended approach by ServiceNow.

However, the scope only corresponds to all configuration artifacts like the custom table, any business rules, ACLs etc. It does NOT correspond to the data (the cases). So your statement "does that make it more complex to convert Cases from one type to another across scopes" makes no sense as data has no scopes. However, I guess the underlying question was whether it is possible to convert a case from one case type to another. OOTB there is no option for such an operation, and you have to implement something. But at the end such an operation would be pretty dangerous as it could lead to data loss due to possible different columns in the target table.

Maik

[AndersBGS]

Hi @e_wilber ,

I agree with @Maik Skoddow  - different scopes pr. case type is the recommendation provided by ServiceNow. 

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders