Extension points for CSM integration with IT Service Management

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Extension points for CSM integration with IT Service Management

    The Customer Service Management (CSM) integration with IT Service Management (ITSM) provides extension points that allow you to customize and extend application functionality without altering the core application code. These extension points are stored in theExtension Point [sysextensionpoint]table and enable seamless integration and custom logic implementation between CSM and ITSM modules.

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    Key Features

    • Incident Field Mapping: Use the sncssm.CSMIncidentIntegrations extension point to define custom logic for mapping fields from cases to incidents.
    • Problem Field Mapping: Use the sncssm.CSMProblemIntegrations extension point to create logic for mapping fields to problem records.
    • Change Request Field Mapping: The CSMChangeIntegrations extension point (part of the Customer Service with Service Management plugin) provides generic APIs for Case to Change integration. This extension point is read-only; modifications require contacting ServiceNow Customer Support. However, implementations of this extension point can be created, modified, and reordered to customize API behavior while maintaining API names to avoid errors.
    • Request Field Mapping: Use the sncssmrequest.CSMRequestIntegrations extension point to define custom mapping logic for request fields.
    • Approval Management: The global.CSMApprovalsManagement extension point allows configuration of approval entities beyond default types (e.g., extending approvals to problems), enhancing approval processes from the Customer Service Portal.

    Practical Considerations

    • Extension points enable flexible customization of case-to-ITSM record mappings, ensuring data consistency and tailored workflows.
    • Maintaining API names in custom implementations is critical to prevent integration errors.
    • Modifying the default implementation of CSMChangeIntegrations is not recommended; instead, create new implementations with appropriate order precedence.
    • Using extension points for approval management enhances control over approval workflows directly from the Customer Service Portal.

    Use the extension points available with CSM integration with IT Service Management to extend the functionality of your application.

    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.

    Using an extension point to map the Incident field

    Customers can create the logic for mapping the Incident field by using the sn_cs_sm.CSMIncidentIntegrations extension point.

    For more information about mapping fields, see the How to map or copy field values from Case to Incident when using CSM Integration with Incident Management [KB0817494] article in the HI Knowledge Base.

    Using an extension point to map the Problem field

    Customers can create the logic for mapping the Problem field by using the sn_cs_sm.CSMProblemIntegrations extension point.

    Using an extension point to map the Change Request field

    The Customer Service with Service Management plugin (com.sn_cs_sm) adds the CSMChangeIntegrations extension point, which exposes generic APIs that are used for Case to Change integration.
    Note:
    The CSMChangeIntegrations extension point is read only. To modify this extension point, contact ServiceNow Customer Support.

    The Customer Service with Service Management plugin also adds an implementation of the CSMChangeIntegrations extension point. This implementation can be modified and deactivated. However, this isn’t recommended.

    If it’s necessary to modify the APIs within the CSMChangeIntegrations extension point, the system administrator can:
    • Create an implementation of an extension point.
    • Make the necessary changes in the implementation.
    • Update the order of the implementation to a lower number. The system executes the implementation with the lowest order number.
    Note:
    API names used in the implementation must remain the same, otherwise the extension point won’t be able to identify the implementation, causing an error.

    For example, the CSMChangeIntegrations extension point includes the following copyFieldsFromCaseToChange API for creating a change from a case record.

    copyFieldsFromCaseToChange: function(changeGr, caseGr) {
		changeGr.short_description = caseGr.short_description;
		changeGr.cmdb_ci = caseGr.cmdb_ci;
		changeGr.impact = caseGr.impact;
		changeGr.urgency = caseGr.urgency;
		changeGr.priority = caseGr.priority;
		changeGr.company = caseGr.account;
		changeGr.sys_domain = caseGr.sys_domain;
},

    To modify this API, create an implementation of the extension point and make the desired changes without changing the API name.

    copyFieldsFromCaseToChange: function(changeGr, caseGr) {
		changeGr.abcd = caseGr.abcd;		
},

    Using an extension point to map the Request field

    Customers can create the logic for mapping the Request field by using the sn_cs_sm_request.CSMRequestIntegrations extension point.

    Using an extension point to approve changes and requests from the Customer Service Portal

    This feature includes an extension point that can be used to configure approval entities: global.CSMApprovalsManagement. Use this extension point to extend the approval functionality to any other entity, such as a problem.