Case is auto created when a user orders a service catalog item in platform

[Joe Weisiger1]

Hello,

We use CSM.  I am trying to figure out why a case would be auto created and associated to a request when a Service Catalog item is ordered in platform view.  This happens when some of our employees with itil role orders a Service Catalog item.  When I order the item myself it does not auto create the associated case.  I am an admin on the instance.

Some background, we have CSM Integration with Request Management plugin turned on. With this turned on, it should only create an associated case to the request when a contact or customer creates the request through the portal.

I looked at roles and removed roles sn_request_read and sn_request_write, but I had the same result.

Any help is appreciated!

Thanks,

Joe

[Dan H]

Hi Joe,

Thats interesting, there could be a business rule running on the sc_request or sc_req_item table. The script in the business rule could be checking the user roles and then creating the case.

Might be worth taking a look at Flows too.

Hope this helps.

Please mark my answer as Correct/Helpful based on impact

Regards,

Dan H

[A K Nandan]

Yes, we can create through flow in "Run script" but not able to get "short description"

var grc= new GlideRecord('sn_customerservice_case');
grc.initialize();
grc.short_description=current.shor_description;
grc.priority=4;
grc.insert();