Extension points in Customer Service Management

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Extension points in Customer Service Management

    Extension points in Customer Service Management (CSM) allow ServiceNow customers to customize and extend the application’s behavior by calling custom scripts. These extension points facilitate tailored logic execution for various CSM processes, improving flexibility and enabling alignment with unique business needs.

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    Customers can access available extension points by navigating to sysextensionpoint.list in the application navigator. Multiple implementations can be created per extension point, each assigned an order number to determine execution priority, with the lowest number executed first.

    Key Extension Points and Their Practical Uses

    • sncustomerservice.CSMService: Defines default value logic for case objects, available with the Customer Service plugin.
    • sncustomerservice.CSMCaseSync: Customizes parent-child case synchronization logic, including conditions for synchronization and state-based rules for child cases. This is essential for managing case relationships effectively and is available with the Customer Service plugin.
    • snmajorissuemgt.MajorCase: Available with the Major Issue Management plugin for handling major cases.
    • snactionstatus.NeedsAttentionAccessUtil: Controls which user roles can enable or disable the Needs Attention field on case forms, provided by the Customer Service Case Action Status plugin.
    • sncssm.CSMChangeIntegrations, CSMIncidentIntegrations, CSMProblemIntegrations: These extension points manage the mapping logic of Change Requests, Incidents, and Problems respectively on case records, available with the Customer Service with Service Management plugin.
    • sncssmrequest.CSMRequestIntegrations: Manages mapping logic for Requests on case records, available with the Customer Service with Request Management plugin.
    • global.CSMRelationshipServiceEP: Enables creation of CSM relationships with responsibilities, enhancing relationship management within cases, available with the Customer Service plugin.
    • global.CSMContentAccessEP: Implements ACL logic for create, read, update, and delete operations, enabling secure content access control, available with the Customer Service plugin.
    • AddressMgmtExtensionPoint: Allows customization of reference qualifiers for location fields in the Account Address table by overriding the “getAccountLocationsRefQual” function.

    Why This Matters

    These extension points empower ServiceNow customers to precisely tailor CSM workflows, data synchronization, access control, and integrations with other ITSM components. By leveraging these extension points, organizations can ensure that their CSM implementation supports complex business requirements and enhances user experience without modifying core platform code.

    Next Steps

    • Identify which extension points align with your customization needs.
    • Create and prioritize implementations based on execution order.
    • Test customizations thoroughly to confirm they integrate smoothly with existing CSM functionality.
    • Refer to related documentation on using scripted, UI, and client extension points to deepen customization capabilities.

    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.