CSM integration with Problem Management

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

    • Integration with the Problem Management application enables customer service agents to create problem records from cases or associate existing problem records to cases.

    With this integration, customer service agents can:
    • Create a problem from a case.
    • Associate an existing open problem to a case.
    • Remove an associated problem from a case.
    • View problem state changes in the case work notes.
    Note:
    A case can be associated with one problem. If a case is already associated with a problem, the Create Problem item doesn’t appear on the Additional Actions menu.

    Plugins

    Integration with Problem Management requires the Customer Service with Service Management plugin (com.sn_cs_sm).

    Roles

    The following roles enable customer service agents to view and create problems for customer service cases.
    • sn_problem_read
    • sn_problem_write

    For more information, see Assign CSM/ITSM integration roles.

    Synchronizing data between the problem and the case

    With the Problem Management Best Practice – Madrid plugin activated, customer service agents can view the following information in the case work notes:
    • When the state of a related problem is updated, the text of the work note includes a link to the problem.
    • When Communicate Workaround is selected from the related problem, the workaround text is copied to the case work notes.
    • When Communicate Fix is selected from the related problem, the fix text is copied to the case work notes.
    • When the problem is resolved or closed with a specific resolution code:
      • State is Closed and Resolution Code is Cancelled. The Cancelled Reason text is copied to the case work notes.
      • State is Closed and Resolution Code is Risk Accepted, the Cause notes, Risk accepted reason, and Fix notes are copied to the case work notes.
      • State is Resolved and Resolution Code is Fix Applied, the Cause notes, and Fix notes are copied to the case work notes.
      • State is Closed and the Resolution Code is Fix Applied, the Cause notes, and Fix notes are copied to the case work notes.

    With the Problem Management Best Practice - Madrid - Knowledge Integration plugin activated, the customer service agent can view information in the case work notes when a Known Error Article is created for or associated with a related problem. The work note includes a link to the article.