Extension points in Customer Service Management

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Extension points in Customer Service Management

    Extension points in ServiceNow Customer Service Management (CSM) allow you to insert custom scripts to tailor application behavior. You can access and manage these points via thesysextensionpoint.listin the application navigator. Multiple implementations can be created per extension point, where the implementation with the lowest order number runs first. This capability enables you to customize various aspects of CSM according to your business requirements.

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    Key Extension Points and Their Uses

    • sncustomerservice.CSMService: Customize default value logic for case objects. Available with the Customer Service plugin.
    • sncustomerservice.CSMCaseSync: Modify parent-child case synchronization logic, including conditions for syncing and behavior based on child case states. Used by the CSCaseSyncHelper script; available with the Customer Service plugin.
    • snmajorissuemgt.MajorCase: Extension point for Major Issue Management plugin.
    • snactionstatus.NeedsAttentionAccessUtil: Control which user roles can enable or disable the Needs Attention field on cases. Comes with the Customer Service Case Action Status plugin.
    • sncssm.CSMChangeIntegrations, sncssm.CSMIncidentIntegrations, sncssm.CSMProblemIntegrations: Provide logic for mapping Change Request, Incident, and Problem fields on case records. These are part of the Customer Service with Service Management plugin.
    • sncssmrequest.CSMRequestIntegrations: Manages mapping of Request fields on case records, included in Customer Service with Request Management plugin.
    • global.CSMRelationshipServiceEP: Facilitates creation of CSM relationships with responsibilities. Available with the Customer Service plugin.
    • global.CSMContentAccessEP: Implements ACL logic for create, read, update, and delete operations within CSM. Available with the Customer Service plugin.
    • AddressMgmtExtensionPoint: Allows customization of the location field’s reference qualifiers in the Account Address table by overriding the getAccountLocationsRefQual function.

    Practical Implications for ServiceNow Customers

    Using these extension points, customers can effectively customize CSM functionalities such as case value defaults, case synchronization rules, field access control, integrations with other ITSM processes, relationship management, and security enforcement. This ensures the CSM application aligns closely with organizational workflows and policies, improving efficiency and user experience.

    To implement or modify these extensions, navigate to the extension points list, select the relevant extension point, and create or adjust the script implementations as needed, considering the execution order.

    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.

    Table 1. Customer Service Management extension points
    Extension point Description
    sn_customerservice.CSMService Defines the default value logic for case objects.

    Available with the Customer Service (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.
    This extension point is used by the CSCaseSyncHelper script include and is available with the Customer Service (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 Customer Service (com.sn_customerservice) plugin.
    global.CSMContentAccessEP Creates the logic to implement ACLs for create, read, update, and delete (CRUD) operations.

    Available with the Customer Service (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.