View work order details from the incident record using the CSM Configurable Workspace

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • View or track the progress of work order in the associated incident record from CSM Configurable Workspace.

    Before you begin

    Enable the activity function using the IncidentWorkOrderIntegration extension point. For more information, see Using extension point for incident management.

    Role required: itil, wm_admin, and sn_change_read

    About this task

    ITIL agents can view the progress of a work order directly from a related incident record. The incident record tracking is updated whenever the following updates are made to the work order or related work order tasks:
    • Work notes added to the task
    • State of the task updated

    Procedure

    1. Log in to CSM Configurable Workspace.
    2. Click the List icon (List icon).
    3. In the Lists panel, navigate to Incident > All
    4. Open a incident record for which you want to track the progress.
    5. Click the Details related list.
    6. View the work order progress in the Activity section.