Components installed with case types

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

The following tables are installed with the Customer Service Case Types (com.snc.csm_case_types) plugin.

Table 1. Tables added with case types

Table	Description
Case Type [sn_case_type]	This table stores the defined case types. For more information, see Customer Service case types.
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 For more information, see Service definitions.
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.
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.
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.
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.

Roles installed with case types

The following service definition roles are installed with the Customer Service Case Types (com.snc.csm_case_types) plugin.

Table 2. Roles installed with case types

Role	Description	Contains roles
Service definition admin [sn_csm_case_types.service_definition_admin]	Administrator role for the Customer Service case types 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 definition manager [sn_csm_case_types.service_definition_manager]	Manager role for the Customer Service case types 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 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

Properties installed with case types

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.

Table 3. Properties installed with case types

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
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 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.
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
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

Extension points installed with case types

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. 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 All > System Extension Points > Scripted 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.