Extension points in Customer Service Management

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Extension points in Customer Service Management

    Extension points in the Customer Service Management (CSM) application allow for the integration of custom scripts to enhance functionality. Users can access these extension points by enteringsysextensionpoint.listin the application navigator and can create multiple implementations for each point, prioritizing them using order numbers.

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    Key Features

    • sncustomerservice.CSMService: Defines default value logic for case objects.
    • sncustomerservice.CSMCaseSync: Customizes parent-child case synchronization, allowing additional conditions and state-based logic for synchronization.
    • snmajorissuemgt.MajorCase: Supports Major Issue Management functionalities.
    • snactionstatus.NeedsAttentionAccessUtil: Controls user roles for enabling/disabling the Needs Attention field.
    • sncssm.CSMChangeIntegrations: Maps Change Request fields on case records.
    • sncssm.CSMIncidentIntegrations: Maps Incident fields on case records.
    • sncssm.CSMProblemIntegrations: Maps Problem fields on case records.
    • sncssmrequest.CSMRequestIntegrations: Maps Request fields on case records.
    • global.CSMRelationshipServiceEP: Manages CSM relationships and responsibilities.
    • global.CSMContentAccessEP: Implements ACLs for CRUD operations.
    • AddressMgmtExtensionPoint: Customizes reference qualifiers for the location field in the Account Address table.

    Key Outcomes

    By utilizing these extension points, ServiceNow customers can tailor the CSM application to meet specific business needs, enhance case management processes, and improve overall customer service efficiency. Each extension point provides the flexibility to customize key functionalities, ensuring that the application aligns with organizational requirements.

    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.