When you create a new case by extending sn_customerservice_case why does it not the add case type

[MS12]

When you create a new case by extending sn_customerservice_case why does it not the add the case type to the  sn_case_type (Case Types ) table.

I noticed that in our instance we have 3-4 different case types extended from base table but only one of them is listed in Case Types table. The other 3 are missing. At least for one of them I can confirm that I created the case type using guided setup but that didn't move over to other instances with update sets. Maybe because I created the new case a scoped app and the Case Types table exist in Customer Service app.

My question is, is it too late to add those entries into Case Types table? If the app that I created by extending base case table is not really looking at the case types table and if functions correctly without it, what purpose does it serve other than visual indicator of different type of cases in system?

[AshishKM]

Hi @MS12 , 

I don't think so about your  question "is it too late", you can still use ( or add new case type ) any time you think system need and apply proper mapping with associated field. Mainly case type serve the purpose of differentiating one case with other one. Based on case type, the reporting, PA and other data can be generate for various business or audit purpose.

-Thanks,

AshishKM

[MS12]

Thanks for replying. That's the thing, the task type already exists in the system just because the base case table got extended to create the new case type. That is being used for reporting, BRs etc.

The entry in the case type table does not look like it is used for anything. It seems like a redundant step in the new case type creation process.