--- 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 --- # Extension points in Customer Service Management # Extension points in Customer Service Management {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 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 Extension points in Customer Service Management Extension points in Customer Service Management (CSM) enable ServiceNow customers to integrate custom scripts into the CSM application to tailor and extend its functionality. Customers can access and manage these extension points through thesysextensionpoint.listin the application navigator, allowing multiple implementations with prioritized execution based on order numbers. Show full answer Show less ## Key Features * **Customizable Case Logic:** The `sncustomerservice.CSMService` extension point defines default value logic for case objects, available via the Case Management Core plugin. * **Parent-Child Case Synchronization:** The `sncustomerservice.CSMCaseSync` extension point customizes synchronization logic between parent and child cases, including conditional synchronization rules and state-based sync control, accessible with the Case Management Core plugin. * **Major Issue Management:** The `snmajorissuemgt.MajorCase` extension point supports major issue handling when the Major Issue Management plugin is installed. * **Needs Attention Field Control:** The `snactionstatus.NeedsAttentionAccessUtil` extension point enables role-based control over the Needs Attention field on case forms, available with the Customer Service Case Action Status plugin. * **Service Management Integrations:** Several extension points (`sncssm.CSMChangeIntegrations`, `sncssm.CSMIncidentIntegrations`, `sncssm.CSMProblemIntegrations`, `sncssmrequest.CSMRequestIntegrations`) provide logic mapping for Change Requests, Incidents, Problems, and Requests on case records, available with respective Customer Service with Service Management plugins. * **Relationship and ACL Logic:** The `global.CSMRelationshipServiceEP` creates case relationships with responsibilities, and `global.CSMContentAccessEP` manages ACL logic for CRUD operations, both part of the Case Management Core plugin. * **Location Field Customization:** The `AddressMgmtExtensionPoint` allows customization of reference qualifiers for the location field in the Account Address table by overriding the `getAccountLocationsRefQual` function. ## Practical Use for ServiceNow Customers ServiceNow customers can leverage these extension points to: * Implement custom business rules and logic specific to their case management processes. * Control synchronization behavior between parent and child cases to reflect organizational workflows accurately. * Define role-based access to critical UI components such as the Needs Attention field. * Integrate seamlessly with other ServiceNow modules like Change, Incident, Problem, and Request Management for consolidated case information. * Customize access control and relationship management in CSM to align with governance and responsibility models. * Tailor location-related data entry and validation to meet unique organizational requirements. These extension points facilitate scalable customization without altering core application functionality, ensuring upgrade compatibility and maintainability. Use extension points to call custom scripts in the Customer Service Management application. To access the available extension points, type sys_extension_point.list in the application navigator and press Enter. Click the desired extension point to view the record details. You can create multiple implementations for each extension point and provide an order number for each implementation. The implementation that has the lowest order number is the implementation that is executed. {#extension-points-customer-service__table_csm_extension_points__entry__2} | Extension point | Description | |-|-| | sn_customerservice.CSMService | Defines the default value logic for case objects. Available with the Case Management Core (com.sn_customerservice) plugin. | | sn_customerservice.CSMCaseSync | Use this extension point to customize the logic for parent-child case synchronization. This extension point can be used in one of two ways: * Define the conditions for parent case records that can be considered for synchronization to child cases. The default functionality is based on the sn_customerservice.parent_child_ case_sync system property. Customers can add additional conditions using this extension point. * Customize the logic for parent-child case synchronization based on the state of the child case. By default, if the child case is in the Resolved, Closed, or Cancelled state, there is no sync from the parent case. {#extension-points-customer-service__ul_jwk_qhw_zgb} This extension point is used by the CSCaseSyncHelper script include and is available with the Case Management Core (com.sn_customerservice) plugin. Note: In the base system, parent-child case synchronization is available only for the Case table (sn_customerservice_case). This feature must be configured for tables that extend the Case table. | | sn_majorissue_mgt.MajorCase | Available with the Major Issue Management (com.sn_majorissue_mgt) plugin. | | sn_action_status.NeedsAttentionAccessUtil | Enables each application to choose the user roles that can enable and disable the Needs Attention field on a case form. Available with the Customer Service Case Action Status plugin (com.snc.csm_action_status). | | sn_cs_sm.CSMChangeIntegrations | Creates the logic for mapping the Change Request field on the case record. Available with the Customer Service with Service Management (com.sn_cs_sm) plugin. | | sn_cs_sm.CSMIncidentIntegrations | Creates the logic for mapping the Incident field on the case record. Available with the Customer Service with Service Management (com.sn_cs_sm) plugin. | | sn_cs_sm.CSMProblemIntegrations | Creates the logic for mapping the Problem field on the case record. Available with the Customer Service with Service Management (com.sn_cs_sm) plugin. | | sn_cs_sm_request.CSMRequestIntegrations | Creates the logic for mapping the Request field on the case record. Available with the Customer Service with Request Management (com.sn_cs_sm_request) plugin. | | global.CSMRelationshipServiceEP | Create CSM relationships with responsibilities. Available with the Case Management Core (com.sn_customerservice) plugin. | | global.CSMContentAccessEP | Creates the logic to implement ACLs for create, read, update, and delete (CRUD) operations. Available with the Case Management Core (com.sn_customerservice) plugin. | | AddressMgmtExtensionPoint | Enables users to customize the reference qualifiers of the location field in the Account Address table​. Allows users to create an implementation of this extension point and override the "getAccountLocationsRefQual" function. | [Table 1. Customer Service Management extension points] {#extension-points-customer-service__table_csm_extension_points} **Related topics** * [Using extension points to extend application functionality](https://www.servicenow.com/docs/access?context=extension-points&version=brazil&pubname=brazil-api-reference&ft:locale=en-US) * [Using scripted extension points in server-side scripts](https://www.servicenow.com/docs/access?context=scripted-extension-points&version=brazil&pubname=brazil-api-reference&ft:locale=en-US) * [Using UI extension points in server-side UI macros](https://www.servicenow.com/docs/access?context=ui-extension-points&version=brazil&pubname=brazil-api-reference&ft:locale=en-US) * [Using client extension points in client-side UI scripting](https://www.servicenow.com/docs/access?context=client-extension-points&version=brazil&pubname=brazil-api-reference&ft:locale=en-US)