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]

If you wanted to go down the route of a service definition, you'd likely deactivate the functionality that comes with the 'Customer Service Request Integration' plugin.

Is your portal OOB? 'CSM SC Catalog Item' widget is responsible for redirecting away from the request when a case is attached to the sc_request record. Based on your URL, this failed and directed to the sc_request.

[Luke James]

Yeh the portal is OOB. Would the CSM SC Catalog item need be modified then?