Create incident, problem, change, and request records from cases

As customer service agents, create incident, problem, change, and request records from open cases in workspaces.

Create an incident record from a case

As a customer service agent, create an incident record from a case or associate an existing incident with a case in CSM Configurable Workspace.

Vorbereitungen

Role required: sn_customerservice_agent, sn_customerservice.consumer_agent

Prozedur

1. Open a customer service case.
2. Select the More UI Actions icon () and select Create Incident.
   The following information is copied from the case to the incident record:

   Tabelle : 1. Case to incident field mapping

   Case fields	Incident fields
   Short description	Short description
   Default impact	Impact
   Urgency	Urgency
   Contact	Caller
   Configuration item (if available)	Configuration item

   Hinweis:

   You can manually change the incident impact and urgency to different values on the incident record as needed.

Ergebnisse

Information about the incident is added as follows:

• An update with the incident number is added to the case work notes.
• The incident is added to the Incident field in the Related Records form section on the case form.
• The case number is added to the Customer Cases related list on the Incident record.
• If the case has an associated Problem, Change Request, or Caused by Change record, this information is also copied to the incident record.
• The domain of the incident is mapped to the domain of the case.

Create a problem record from a case

As a customer service agent, create a problem record from a case or associate an existing problem with a case in CSM Configurable Workspace.

Vorbereitungen

Role required: sn_customerservice_agent, sn_customerservice.consumer_agent

Prozedur

1. Open a customer service case.
2. Select the More Actions icon () and select Create Problem.
   The following information is copied from the case to the Problem record:

   Tabelle : 2. Case to problem field mapping

   Case fields	Problem fields
   Short description	Problem statement
   Impact	Impact
   Urgency	Urgency
   Priority	Priority
   Company	Company
   Configuration item (if available)	Configuration item (if blank on case, agent can manually update on problem record)
   Case sys_id	First reported by

   Hinweis:

   You can manually change the problem impact and urgency to different values on the Problem record as needed.

Ergebnisse

Information about the problem is added as follows:

• An update with the problem number is added to the case work notes.
• The problem is added to the Problem field in the Related Records form section on the case form.
• The case number is added to the Customer Cases related list on the Problem record.
• The domain of the problem is mapped to the domain of the case.

Create a normal change record from a case

As a customer service agent, create a normal change record from a case or associate an existing normal change record with a case in CSM Configurable Workspace.

Vorbereitungen

Role required: sn_customerservice_agent, sn_customerservice.consumer_agent

Prozedur

1. Open a customer service case.
2. Select the More Actions icon () and select Create Normal Change.
   The following information is copied from the case to the change record:

   Tabelle : 3. Normal Change record fields

   Case fields	Change fields
   Short description	Short description
   Description	Description
   Impact	Impact
   Urgency	Urgency
   Priority	Priority
   Company	Company
   Contact	Caller
   Configuration item (if available)	Configuration item Hinweis: The change manager can update the configuration item on the change record. If the configuration item is not available, the agent can also manually update this information.

   Hinweis:

   You can manually change the change impact and urgency to different values on the change record as needed.

   Default values are added to the following fields on the change record:

   • Type: Normal
   • State: New
   • Category: Other
   • Risk: Moderate

Ergebnisse

Information about the change is added as follows:

• An update with the change number is added to the case work notes.
• The change is added to the Change Request field in the Related Records form section on the case form.
• The case number is added to the Customer Cases related list on the Chnage record.
• The Requested by field on the change record is updated with the case agent.
• The domain of the change is mapped to the domain of the case.

Create a standard change record from a case

As a customer service agent, create a standard change record from a case or associate an existing standard change record with a case in CSM Configurable Workspace.

Vorbereitungen

Role required: sn_customerservice_agent, sn_customerservice.consumer_agent

Prozedur

1. Open a customer service case.
2. Select the More Actions icon () and select Create Standard Change.
   The standard change record is created using the Standard Change template, which is defined in the Standard Change catalog. The data mapping is created from the template; no data is copied from the case to the change record.

Create a request record from a case

As a customer service agent, create a request record from a case or associate an existing request with a case in CSM Configurable Workspace.

Vorbereitungen

Role required: sn_customerservice_agent, sn_customerservice.consumer_agent

Prozedur

1. Open a customer service case.
2. Select the More Actions icon () and select Create Request.
   The following information is copied from the case to the request record:

   Tabelle : 4. Case to request field mapping

   Case fields	Request fields
   Short description	Short description
   Contact	Contact

   Hinweis:

   You can manually change the request impact and urgency to different values on the request record as needed.

Ergebnisse

Information about the incident is added as follows:

• An update with the request number is added to the case work notes.
• The request is associated with the case and is added to the Requests related list on the Case form.
• The case number is added to the Customer Cases related list on the request record.
• The domain of the request is mapped to the domain of the case.