Create a Customer Service case from a security incident

  • Release version: Zurich
  • Updated July 31, 2025
  • 1 minute to read

    • Security Incident Response ships with a default field mapping that maps a security incident to a Customer Service (CS) case. You can create a CS case from any security incident, edit the Priority, and also add Optional notes.

    Before you begin

    Role required: sn_si.basic and sn_customerservice_agent
    Note:
    The Customer Service plugin must be activated to perform this task.

    Procedure

    1. Navigate to Security Incident.
    2. Open the security incident that you want to add a CS case to.
    3. Select Create Customer Service Case in the top header.
      The pop-up window is prepopulated with information from the security incident based on your field mapping.
    4. You can select a new Priority and add any Optional notes.
      Note:
      The Priority field overwrites the default setting. The Optional notes are appended to the incident.
    5. Select Submit.
      A CS case is created and displayed in the Customer Service Cases related list in the security incident.
    6. You can select the CS case link to follow up on the case.