Hi Kilo, 

Thank you for taking the time to reply. My takeaway is that the CSM module reduces license costs, and adds a layer of abstraction. But is this at the cost of fragmenting the process (in terms of process mining and SLAs), and duplicate effort (having to update both records). 

The first point on process mining is interesting, as presumably the SLA is on the case? As the incident will not have been created until after triage, or does it inherit the create date from the parent case? Also do status changes flow automatically from the case to the incident (such as "pending customer", "customer update received" etc.). 

I'd be keen to hear your, and others views on this, as it seem less than optimal. 

Many thanks, 

Richard