Integrating withIT Service Management

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

    • Integrate Customer Service Management with IT Service Management that includes the Incident, Problem, Change, and Request Management applications. With this integration, users can create request, incident, problem, and change records from customer service cases and external users can view these records from the Customer and Consumer Service Portals.

    Integration with the Service Management applications provides the following functionality for internal and external users.
    Table 1. User roles and tasks
    User Tasks
    Agents
    • Create incident, problem, change, and request records from open cases.
    • Associate existing incident, problem, change, and request records with cases
    • Remove associated records from cases.
    Agents and managers
    • View cases with Service Management -related indicators on the Customer Service dashboards.
    • View updates to records associated with a case. These updates automatically update the case work notes.
    • Use the updates to records associated with a case to communicate with customers.
    External users
    • View problem, change, and request records associated with cases from the Customer and Consumer Service Portals.
    • Create requests from the Customer and Consumer Service Portals.
    • Approve changes and requests from the Customer Service Portal.
    • View Known Error articles for a problem related to a case.
    Integration with Incident Management
    Integration with the Incident Management application enables customer service agents to create incident records from cases or associate existing incident records to cases. For more information, see CSM integration with Incident Management.
    Integration with Problem Management
    Integration with the Problem Management application enables customer service agents to create problem records from cases or associate existing problem records to cases. For more information, see CSM integration with Problem Management.
    Integration with Change Management
    Integration with the Change Management application enables customer service agents to create change records from cases or associate existing change records to cases. For more information, see CSM integration with Change Management.
    Integration with Request Management
    Integration with the Request Management application enables customer service agents to create request records from cases or associate existing request records to cases. It also enables customers to create requests from the Customer and Consumer Service Portals. For more information, see CSM integration with Request Management.