CSM and SIR integration

Allan8 · 3 weeks ago

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.

Tanushree Maiti · 3 weeks ago

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.

Please Accept the solution if it assisted you with your question & Mark this response as Helpful.
Regards
Tanushree Maiti
ServiceNow Technical Architect
LinkedIn: https://www.linkedin.com/in/tanushreemaiti

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Allan8 · 3 weeks ago

Thanks Tanushree,

Your last comment confuses me: "... But ServiceNow does provide out-of-the-box integration from CSM to SIR..." Could you explain a little more?

Thanks again!

Tanushree Maiti · 3 weeks ago

Hi @Allan8

Thnaks for it. It was a typo mistake. Added NOT in the statement. Thank you.

Please Accept the solution if it assisted you with your question & Mark this response as Helpful.
Regards
Tanushree Maiti
ServiceNow Technical Architect
LinkedIn: https://www.linkedin.com/in/tanushreemaiti