CSM and SIR integration

[Allan8]

This is more of a conceptual question. Is there any functional, operational, or best-practice reason why there is no out-of-the-box (OOTB) direct integration between a CSM case and a SIR record? As far as I know, even in the latest 'Australia' and 'Brazil' releases, this integration does not exist as a standard feature. I understand that there is an OOTB integration from SIR to a case, but not the other way around.

[Dr Atul - LNG]

No mate, you need to build by own. Both are 2 different module. 

[Allan8]

Thanks for your reply.

Yes, technically speaking we would have to build it. However, from a conceptual standpoint, is it a bad practice to create a SIR record directly from a case, skipping an incident record? The fact that it is not available out-of-the-box (OOTB) must have an underlying reason; that is exactly what I am trying to find out.

[Dr Atul - LNG]

Agreed, it should not by pass as an incident. We can create an incident from a case, and promoting the incident to a SIR should be straightforward.

[Tanushree Maiti · Accepted solution]

Hi @Allan8 

There is no out-of-the-box (OOTB) direct integration going from a ServiceNow Customer Service Management (CSM) case to a Security Incident Response (SIR) record.

OOB,  you can create a CSM case from a Security Incident .  

Refer Servicenow Documentation: Create a Customer Service case from a security incident 

But ServiceNow does NOT provide out-of-the-box integration from CSM   to SIR.