Requests creating a case from CSM portal

[Luke James]

Hi All, 

I have a requirement where using CSM and requests integration, instead of when a user creating a request from the CSM portal and it creating the ootb case type, I need it to create a custom case type that I have created. How can I do this? 

Kind Regards, 

Luke

[Kieran Anson]

Hi Luke,

The BR 'Create case for request' is responsible for creating the parent case record.

To override the behaviour, navigate to the below application menu

Search for the extension point 'sn_cs_sm_request.CSMRequestIntegrations'

Ensure you're in the 'Customer Service Request Integration' and select the below UI Action

You'll be redirected to the created script include - I'd recommend renaming it to be able to easily distinguish it.

Edit the copyFieldsFromRequestToCase function to rebase the GlideRecord to the table you want

[Luke James]

Hey @Kieran Anson , 

Thanks so much for your help on this. I have done as you suggested, here is my code: 

copyFieldsFromRequestToCase: function(requestGr, caseGr){

//OOB caseGr is for the base case table.

//Assuming we don't want any details

var customCaseGR = new GlideRecord('x_bduk_btg_cases_type');

requestGr.short_description = caseGr.short_description;

return customCaseGR;

},

It is still creating the oob case though and not my custom case type? 

[Kieran Anson]

Forgot to mention that the order of the extension point(s) matters! Highest order wins, so set your script to 200 

[Luke James]

Thanks @Kieran Anson. Did you have to add that implementation bit to your form? I can't seem to see it?