---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/customer-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Components installed with case types

# Components installed with case types {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
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## Summary of Components installed with case types

The Customer Service Case Types plugin (com.snc.csmcasetypes) in ServiceNow installs several components that support case management and service definitions.
These components include tables, roles, system properties, and extension points designed to enhance how case types and service definitions are created, categorized, and managed within Customer Service Management (CSM).
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## Tables Installed with Case Types

The plugin introduces multiple tables to store information related to case types and service definitions:

* **Case Type \[sncasetype\]**: Stores defined case types used in customer service cases.
* **Service Definition \[sncasetypeselection\]**: Holds service definitions with additional fields such as Domain Path, Playbook, Record Generator, Active status, and Number.
* **Service Definition Category and Relationships**: Manage categories and associate service definitions with categories, products, other services, and catalog items.
* **User and Customer Criteria Tables**: Store criteria configurations that filter available services for users and customers during case creation.

## Roles Installed with Case Types

The plugin provides specific roles to control access and permissions related to service definitions:

* **Service definition admin**: Full administrative rights to create, update, delete, and view service definitions and categories.
* **Service definition manager**: Rights to create, update, and view service definitions and categories.
* **Service definition viewer**: Read-only access to view service definitions and categories.
* **Service definition report viewer** and **all table viewer**: Roles to enable viewing reports and all service definition tables respectively.

## Properties Installed with Case Types

The plugin adds system properties that configure the case type selector screen used by agents when creating cases:

* **sncsmcasetypes.casetypesinglefieldselect**: Enables a single-select case type creation feature in the CSM Configurable Workspace.
* **sncsmcasetypes.servicedefinitionselect**: Enables the Product Service Select screen, which allows case creation based on selected products or services; this property takes precedence over the single field select.
* **sncsmcasetypes.servicedefinitionselectcount**: Controls how many products and services are displayed in the Product Service Select screen.
* **sncsmcasetypes.getcasetypesroles**: Defines the roles allowed to access the Case Type Selector and the getCaseTypes API, configurable as a comma-separated list.

## Extension Points Installed with Case Types

The plugin includes extension points to support customizations and integrations without modifying core code. Notably:

* **CSMServiceDefinitionIntegrations**: Provides a customizable scripted extension point to supply the list of products available in the Product Service Select screen based on customer context, such as sold products and installed base items.
* Administrators can create or modify implementations for this extension point to tailor product listing behavior.

## Practical Benefits for ServiceNow Customers

By installing the Customer Service Case Types plugin, organizations gain a structured framework to define and manage case types and associated services efficiently. The roles ensure proper access control, while configurable properties allow tailoring the case creation experience for agents. Extension points enable customization aligned with specific business needs without impacting core application stability.  
Several types of components are installed with the Customer Service Case Types plugin (com.snc.csm_case_types), including components that support the service definitions feature.

## Tables installed with case types {#service-definitions-components__section_zsb_xlc_dwb}

The following tables are installed with the Customer Service Case Types (com.snc.csm_case_types) plugin.  
{#service-definitions-components__table_qdp_bbj_fwb__entry__2}

| Table | Description |
|-|-|
| Case Type \[sn_case_type\] | This table stores the defined case types. For more information, see [Customer Service case types](https://www.servicenow.com/docs/dxLbwM6czaLfiSFdYZJK3g "A case type defines the processes and data for resolving a specific type of customer issue. Use case types to create and configure the customer service case types your organization needs."). |
| Service Definition \[sn_case_type_selection\] | This table stores the defined service definitions. The service definition feature adds the following fields to the Service Definition table: * Domain Path * Playbook Record Generator * Active * Number {#service-definitions-components__ul_b1x_fhb_4vb} For more information, see [Service definitions](https://www.servicenow.com/docs/NTD0DOD_BBbcYjERTS2Uqw "Use service definitions to create connections between products, services, and case types. Customers can use these definitions to quickly discover and request the services they need. Agents can use these definitions to create cases of the correct type to support those service requests."). |
| Service Definition Category \[sn_csm_case_types_service_category\] | This table stores the categories that are created for service definitions. |
| Service Definition Category Relationships \[sn_csm_case_types_service_category_rel\] | This table stores the service definitions that are associated with a service definition category. |
| Product Service Relationship \[sn_csm_case_types_product_service_rel\] | This table stores the products that are linked to a service definition. For more information about these relationships, see [Associate a product with a service definition](https://www.servicenow.com/docs/rm4~9tHwJByHnm01slTolQ "After creating a service definition, you can associate one or more product models or sold products with the definition."). |
| Service to Service Relationship \[sn_csm_case_types_service_to_service_rel\] | This table stores relationships that have been configured between services. For example, related services that have been added to a service definition. |
| Catalog Service Relationship \[sn_csm_case_types_catalog_service_rel\] | This table stores the catalog items that are linked to a service definition. For more information, see [Configure catalog items for a service definition](https://www.servicenow.com/docs/rmfXqnB3LmFNzANsA8PW3g "After creating a service definition, you can associate one or more catalog items with the definition."). |
| Service Definition User Criteria \[sn_csm_case_types_service_user_criteria\] | This table stores the user criteria that has been configured for a service definition record. The system uses this criteria to filter the services that are available to users in the service selector when creating a case. For more information, see [Configure user criteria for a service definition](https://www.servicenow.com/docs/Jq~dYWdEB123lQBVIE7c_Q "After creating a service definition, configure user-specific criteria to control which users can access and use that service definition to create a case."). |
| Service Definition Customer Criteria \[sn_csm_case_types_service_customer_criteria\] | This table stores the customer criteria that has been configured for a service definition record. The system uses this criteria to filter the services that are available to customers. For more information, see [Configure customer criteria for a service definition](https://www.servicenow.com/docs/0uFojzviQdNye7HJ9NFiAQ "After creating a service definition, configure customer-specific criteria to determine which customers are eligible for that service."). |
[Table 1. Tables added with case types]

{#service-definitions-components__table_qdp_bbj_fwb}

## Roles installed with case types {#service-definitions-components__section_mfk_zlc_dwb}

The following service definition roles are installed with the Customer Service Case Types (com.snc.csm_case_types) plugin.  
{#service-definitions-components__table_kkn_mbb_4vb__entry__3}

| Role | Description | Contains roles |
|-|-|-|
| Service definition admin \[sn_csm_case_types.service_definition_admin\] | Administrator role for the [Customer Service case types](https://www.servicenow.com/docs/dxLbwM6czaLfiSFdYZJK3g "A case type defines the processes and data for resolving a specific type of customer issue. Use case types to create and configure the customer service case types your organization needs.") tables. Users with this role can view, create, update, and delete service definitions, service definition categories, and service definition category relationships. | * sn_csm_case_types.service_definition_manager * sn_service_org.service_criteria_delete {#service-definitions-components__ul_bxd_n2v_xxb} |
| Service definition manager \[sn_csm_case_types.service_definition_manager\] | Manager role for the [Customer Service case types](https://www.servicenow.com/docs/dxLbwM6czaLfiSFdYZJK3g "A case type defines the processes and data for resolving a specific type of customer issue. Use case types to create and configure the customer service case types your organization needs.") tables. Users with this role can view, create, and update service definitions, service definition categories, and service definition category relationships. | * sn_csm_case_types.service_definition_report_view * sn_csm_case_types.service_definition_all_table_viewerr * sn_service_org.service_criteria_write * sn_service_org.service_criteria_create * sn_service_org.service_criteria_read {#service-definitions-components__ul_u4g_dd5_bwb} |
| Service definition viewer \[sn_csm_case_types.service_definition_viewer\] | Users with this role can view service definitions, service definition categories, and service definition category relationships. | sn_service_org.service_criteria_read |
| Service definition report viewer \[sn_csm_case_types.service_definition_report_view\] | Provides report view access to service definition related tables. | None |
| Service definition all table viewer \[sn_csm_case_types.service_definition_all_table_viewer\] | Provides view access to the service definition tables. Users with this role can view service definitions, service definition categories, and service definition category relationships. | None |
[Table 2. Roles installed with case types]

{#service-definitions-components__table_kkn_mbb_4vb}

## Properties installed with case types {#service-definitions-components__section_iwp_1mc_dwb}

The following properties are added with the Customer Service Case Types plugin. These
properties control the version of the case type selector screen that is displayed to agents.
For more information, see [Case type
selector screen](https://www.servicenow.com/docs/FHVGraF6IBg7vC30PRUbJQ "The case type selector enables customer service agents to quickly and easily create the right kind of case for a contact or consumer by selecting from a list of available case types or services.").  
{#service-definitions-components__table_dht_2j2_dwb__entry__2}

| Property | Description |
|-|-|
| sn_csm_case_types.case_type_single_field_select | Set this property to true to enable the case type single select feature in CSM Configurable Workspace. When enabled, an agent can use this feature to create a case of a specific type with a single selection in the case type selector screen. * Type: true \| false * Default value: false * Location: System Property \[sys_properties\] table {#service-definitions-components__ul_zc4_z3f_svb} |
| sn_csm_case_types.service_definition_select | Set this property to true to enable the Product Service Select version of the case type selector screen. When enabled, an agent can use this screen to create a record based on the selected product or service. * Type: true \| false * Default value: true * Location: System Property \[sys_properties\] table {#service-definitions-components__ul_j3k_bjf_svb} This property overrides the sn_csm_case_types.case_type_single_field_select property. * When set to true, the system displays the Product Service Select screen. * When set to false, the system uses the value of the sn_csm_case_types.case_type_single_field_select property. * If both properties are set to true, the sn_csm_case_types.service_definition_select property takes precedence. * If both properties are set to false, the system displays the multi-select screen. {#service-definitions-components__ul_gvv_fp2_dwb} |
| sn_csm_case_types.service_definition_select_count | Determines the number of the products and services displayed in the Product Service Select screen. * Type: integer * Default value: 25 * Location: System Property \[sys_properties\] table {#service-definitions-components__ul_wmb_fmf_svb} |
| sn_csm_case_types.get_case_types_roles | Stores the admin and agent roles that can access the Case Type Selector and getCaseTypes API. Roles are listed in the Value field in a comma-separated list. To add a role, append the role at the end of the list. * Type: string * Default value: itil,admin,sn_customerservice_agent,sn_customerservice.consumer_agent * Location: System Property \[sys_properties\] table {#service-definitions-components__ul_vrg_l2f_3cc} |
[Table 3. Properties installed with case types]

{#service-definitions-components__table_dht_2j2_dwb}

## Extension points installed with case types {#service-definitions-components__section_d3j_qh2_dwb}

Extension points enable you to extend the functionality of an application and integrate
customizations without altering the application code. Extension points are stored in the
Extension Point \[sys_extension_point\] table.

The CSMServiceDefinitionIntegrations extension point returns a list of products that is
available to agents in the Product field on Product Service Select
version of the [case type selector
screen](https://www.servicenow.com/docs/FHVGraF6IBg7vC30PRUbJQ "The case type selector enables customer service agents to quickly and easily create the right kind of case for a contact or consumer by selecting from a list of available case types or services."). Out of box, this list is based on customer context and displays the sold
products and install base items owned by the customer.

To access this extension point, navigate to AllSystem Extension PointsScripted Extension Points and select CSMServiceDefinitionIntegrations.  
To modify this extension point:

1. Select the Create implementation related link on the extension point record.
2. Modify the Script field and add an API to return product information.
3. Select Update.  
   The system adds the implementation to the Implementations related list on the extension point record.  
   Note:  
   The implementation with the lowest Order number is used to return the list of products.
{#service-definitions-components__ol_v4m_nlz_dwb}

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