Components installed with case types
Summarize
Summary of Components Installed with Case Types
The Customer Service Case Types plugin (com.snc.csmcasetypes) installs various components essential for managing case types and service definitions in ServiceNow. This includes tables for data storage, specific roles for user permissions, properties for configuration, and extension points for enhanced functionality.
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Key Features
Tables Installed
- Case Type [sncasetype]: Stores defined case types.
- Service Definition [sncasetypeselection]: Holds service definitions and includes additional fields for advanced management.
- Service Definition Category [sncsmcasetypesservicecategory]: Manages categories created for service definitions.
- Service Definition Category Relationships [sncsmcasetypesservicecategoryrel]: Links service definitions with their categories.
- Product Service Relationship [sncsmcasetypesproductservicerel]: Connects products to service definitions.
- Service to Service Relationship [sncsmcasetypesservicetoservicerel]: Defines relationships between services.
- Catalog Service Relationship [sncsmcasetypescatalogservicerel]: Associates catalog items with service definitions.
Roles Installed
- Service Definition Admin: Full access to create, update, and delete service definitions and related entities.
- Service Definition Manager: Allows viewing and updating of service definitions and categories.
- Service Definition Viewer: Grants view-only access to service definitions and related entities.
- Service Definition Report Viewer: Access to reports related to service definitions.
- Service Definition All Table Viewer: View access to all service definition tables.
Properties Installed
- sncsmcasetypes.casetypesinglefieldselect: Enables single-select case type feature for agents.
- sncsmcasetypes.servicedefinitionselect: Controls the display of the Product Service Select screen for case creation.
- sncsmcasetypes.servicedefinitionselectcount: Sets the number of products and services shown in the selection screen.
- sncsmcasetypes.getcasetypesroles: Lists roles allowed to access the Case Type Selector and relevant APIs.
Extension Points Installed
Extension points provide customization capabilities without altering original application code. The CSMServiceDefinitionIntegrations extension point allows agents to access a list of products in the Product field of the case type selector screen. Custom modifications can be made through the implementation of API scripts.
Key Outcomes
By utilizing the components installed with the Customer Service Case Types plugin, ServiceNow customers can effectively manage case types, streamline service definitions, and enhance agent productivity through tailored configuration and integration capabilities.
Several types of components are installed with the Customer Service Case Types plugin (com.snc.csm_case_types), including components that support the service definitions feature.
Tables installed with case types
The following tables are installed with the Customer Service Case Types (com.snc.csm_case_types) plugin.
| Table | Description |
|---|---|
| Case Type [sn_case_type] |
This table stores the defined case types. For more information, see Customer Service case types. |
| Service Definition [sn_case_type_selection] |
This table stores the defined service definitions. The service definition feature adds the following fields to the Service Definition table:
For more information, see Service definitions. |
| Service Definition Category [sn_csm_case_types_service_category] |
This table stores the categories that are created for service definitions. |
| Service Definition Category Relationships [sn_csm_case_types_service_category_rel] |
This table stores the service definitions that are associated with a service definition category. |
| Product Service Relationship [sn_csm_case_types_product_service_rel] |
This table stores the products that are linked to a service definition. For more information about these relationships, see Associate a product with a service definition. |
| Service to Service Relationship [sn_csm_case_types_service_to_service_rel] |
This table stores relationships that have been configured between services. For example, related services that have been added to a service definition. |
| Catalog Service Relationship [sn_csm_case_types_catalog_service_rel] |
This table stores the catalog items that are linked to a service definition. For more information, see Configure catalog items for a service definition. |
Roles installed with case types
The following service definition roles are installed with the Customer Service Case Types (com.snc.csm_case_types) plugin.
| Role | Description | Contains roles |
|---|---|---|
| Service definition admin [sn_csm_case_types.service_definition_admin] |
Administrator role for the Customer Service case types tables. Users with this role can view, create, update, and delete service definitions, service definition categories, and service definition category relationships. |
|
| Service definition manager [sn_csm_case_types.service_definition_manager] |
Manager role for the Customer Service case types tables. Users with this role can view, create, and update service definitions, service definition categories, and service definition category relationships. |
|
| Service definition viewer [sn_csm_case_types.service_definition_viewer] |
Users with this role can view service definitions, service definition categories, and service definition category relationships. | sn_service_org.service_criteria_read |
| Service definition report viewer [sn_csm_case_types.service_definition_report_view] |
Provides report view access to service definition related tables. | None |
| Service definition all table viewer [sn_csm_case_types.service_definition_all_table_viewer] |
Provides view access to the service definition tables. Users with this role can view service definitions, service definition categories, and service definition category relationships. | None |
Properties installed with case types
The following properties are added with the Customer Service Case Types plugin. These properties control the version of the case type selector screen that is displayed to agents. For more information, see Case type selector screen.
| Property | Description |
|---|---|
| sn_csm_case_types.case_type_single_field_select | Set this property to true to enable the case type single select feature in CSM Configurable Workspace. When enabled, an agent can use this feature to create a case of a specific type with a single selection in the case type selector screen.
|
| sn_csm_case_types.service_definition_select | Set this property to true to enable the Product Service Select version of the
case type selector screen. When enabled, an agent can use this screen to create a
record based on the selected product or service.
This property overrides the
sn_csm_case_types.case_type_single_field_select
property.
|
| sn_csm_case_types.service_definition_select_count | Determines the number of the products and services displayed in the Product
Service Select screen.
|
| sn_csm_case_types.get_case_types_roles | Stores the admin and agent roles that can access the Case Type Selector and getCaseTypes API. Roles are listed in the Value field in a comma-separated list. To add a role, append the
role at the end of the list.
|
Extension points installed with case types
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.
The CSMServiceDefinitionIntegrations extension point returns a list of products that is available to agents in the Product field on Product Service Select version of the case type selector screen. Out of box, this list is based on customer context and displays the sold products and install base items owned by the customer.
To access this extension point, navigate to and select CSMServiceDefinitionIntegrations.
- Select the Create implementation related link on the extension point record.
- Modify the Script field and add an API to return product information.
- Select Update.The system adds the implementation to the Implementations related list on the extension point record.Note:The implementation with the lowest Order number is used to return the list of products.