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

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Overview

# CSM integration with IT Service Management overview {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read
Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of CSM integration with IT Service Management overview

Customer Service Management (CSM) integrates with IT Service Management (ITSM) applications including Incident, Problem, Change, and Request Management.
This integration enhances case handling by allowing agents to create and associate ITSM records directly from CSM cases, improving issue resolution and tracking.
Show full answer Show less  

## Plugins and Roles

* The integration requires two plugins: **Customer Service with Service Management (com.sncssm)** and **Customer Service with Request Management (com.sncssmrequest)**.
* These plugins do not add roles to the **customer service agent (sncustomerserviceagent)** role. Instead, agents need specific CSM/ITSM integration roles from Incident Management to enable integration features.

## Creating and Associating Records

* Agents can create Incident, Problem, Request, Normal Change, and Standard Change records from a case using added menu items on the Case form's Additional Actions menu.
* Only one Incident, Problem, or Change record can be created or associated per case; once created, the corresponding menu items are removed to prevent duplicates.

## Viewing Related Records

* The integration adds a Related Records form section on the Case form displaying linked Incident, Problem, Change, Request, and Caused by Change records.
* Requests associated with a case appear in a related list on the Case form, allowing multiple requests per case.
* External customers using the Customer or Consumer Service Portals can see related records in a Related Records widget, enabling easy access to associated problems, changes, and requests.
* Users can view lists of their cases and requests via portal menus.

## Case Resolution Codes

The integration provides specific resolution codes for cases linked to ITSM records, such as:

* Solved -- Fixed by closing related Problem (PRB)
* Solved -- Workaround provided based on open PRB
* Solved -- Fixed by closing related Change Request
* Solved -- Fixed by closing related Incident
* Solved -- Related Request is Closed

## Major Issue Management Integration

* Major issue managers can create ITSM records from major cases.
* When a major case candidate is accepted, it becomes a child case; related record information is copied to the major case, and child case related record options become read-only.
* Updates to related records are documented in work notes on both major and child cases, with synchronization depending on the **sncustomerservice.casefieldstosync** property settings.
* Major and child cases can have different or shared related records; updates are managed accordingly to maintain data consistency.  
Customer Service Management provides an integration with the Incident, Problem, Change, and Request Management applications.

## Plugins {#csm-integration-service-management__section_egp_y2g_5fb}

Customer Service Management integration with Service Management requires the following plugins:

* Customer Service with Service Management plugin (com.sn_cs_sm)
* Customer Service with Request Management plugin (com.sn_cs_sm_request)

{#csm-integration-service-management__ul_yyf_x2g_5fb}For additional information, see [Integrate with Service Management](https://www.servicenow.com/docs/Sg0kQYFBwpam5YayIMj9cQ "Use the Guided Setup to integrate Customer Service Management with the Request, Incident, Problem, and Change Management applications.").

## Roles {#csm-integration-service-management__section_cw3_ffg_5fb}

The Service Management integration plugins do not add any roles to the customer
service agent (sn_customerservice_agent) role. To enable the Service Management
integration features, you must assign the CSM/ITSM integration roles included with the
Incident Management application to the agents who need this capability. For more
information, see [Assign CSM/ITSM
integration roles](https://www.servicenow.com/docs/Dheqx4OXtzUJlMWifzRO5A#assign-csm-itsm-integration-roles "To enable the Service Management integration features, assign the CSM/ITSM integration roles that are included with the Incident Management application.").

## Creating records for a case {#csm-integration-service-management__section_lw1_1nl_vfb}

The Service Management integration plugins add the following menu items to the Additional Actions menu on the Case form. Agents can use these menu items to create records for a case.

* Create Incident
* Create Problem
* Create Request
* Create Normal Change
* Create Standard Change

{#csm-integration-service-management__ul_qq5_cnl_vfb}  
Note:  
Agents can create or associate one incident, problem, or change record with a case. After a record is created or associated with a case, the corresponding menu items are no longer available on the Additional Actions menu.
For more information, see [Create incident, problem, change, and request records from cases](https://www.servicenow.com/docs/s2pHMBHUdyw5VMGhSrtkuw#csm-item-agent-tasks "As customer service agents, create incident, problem, change, and request records from open cases in workspaces.").

## Viewing incident, problem, and change records related to a case {#csm-integration-service-management__section_dpw_zll_vfb}

The Service Management integration plugins add the Related Records form section to the Case form. This section includes the following fields:

* Incident
* Problem
* Change Request
* Caused by Change
{#csm-integration-service-management__ul_svs_2ml_vfb}When an incident, problem, or change record is created from a case, or an existing record is associated with a case, the record number is added to the corresponding field in the Related Records form section.

## Viewing requests related to a case {#csm-integration-service-management__section_idr_tk5_bgb}

When a request is created from a case, or an existing request is associated with a case, the request record number is added to the Requests related list on the Case form.  
Note:  
Agents can create multiple requests for a case.

## Related records list widget for external customers {#csm-integration-service-management__section_zxz_33s_zxb}

When viewing a case on the Customer or Consumer Service Portal, external users can see other records that are associated with the case in the Related Records list widget. These records can include problems, changes, and
requests. Users can click a record in the Related Records widget to view additional details in a pop-up window.  
Note:  
If a case does not have any related records, the Related Records widget does not appear on the case view page.  
From the Customer and Consumer Service Portals, users can view lists of cases and requests by doing one of the following:

* Clicking My Lists in the portal menu header.
* Clicking RequestsAll Requests in the portal menu header.

{#csm-integration-service-management__ul_ndh_lbb_g3b} For more information, see [View case records from the Customer and Consumer Service Portals](https://www.servicenow.com/docs/Me3GCs1tiizTC2Sh7pa2aA "View case records such as requests, changes, or problems, from the Customer or Consumer Service Portals.").

## Using case resolution codes {#csm-integration-service-management__section_kc4_shn_yfb}

The Service Management integration plugins provide the following case resolution
codes.  
Agents can select these codes from the Resolution code field in the Resolution Information section on the Case form.

* Solved -- Fixed by closing related PRB
* Solved -- Workaround provided based on open PRB
* Solved -- Fixed by closing related Change Request
* Solved -- Fixed by closing related Incident
* Solved -- Related Request is Closed Complete
{#csm-integration-service-management__ul_nbh_332_vfb}

## IT Service Management integration and Major Issue Management {#csm-integration-service-management__section_ebq_fcv_bfb}

The major issue management feature works with the CSM integration with IT Service Management as follows:

* A major issue manager with the itil role can create incident, problem, change, and request records from a major case.
* When a major case candidate with an associated record is accepted as a major case:
  * A new major case is created and the candidate becomes a child of the major case.
  * The related record information is copied from the child case to the major case.
  * For the child case, the options to create related records are removed from the Additional Actions menu.
  * For the child case, the fields in the Related Records form section are read-only.
  * Updates to the related records appear in the work notes of the major case. These updates are added to the child case when fields are synchronized from the major case to the child case.
  {#csm-integration-service-management__ul_wkt_kwz_yfb}
* A major case and child cases can have different types of related records. This can happen when an existing case with a related incident, problem, change, or request record is added as a child of a major case. When updates are made to the record related to the child case, information about the update is added to the child case work notes.
* If a major case and child cases have the same related record, updates to that record are added to the major case work notes. These notes are copied from the major case to the child cases if:
  * The sn_customerservice.case_fields_to_sync property is enabled.
  * The field in the in the Related Records form section is added to the sn_customerservice.case_fields_to_sync property.
  {#csm-integration-service-management__ul_ujg_dr5_bgb}
* If a major case and child cases have different related records of the same type, updates to the records are copied only to the respective cases.
{#csm-integration-service-management__ul_pzw_gwz_yfb}

*[\>]: and then