---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Administer create case from discussion

# Administer create case from discussion {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Configure parameters for the case generated from the community discussion so that it can
be routed accordingly.

Creating a case from a discussion requires a configuration that maps information from the
question in the community to fields on the Case form. The Create Case
configuration is included with the feature. This configuration defines the source and destination
tables and maps source fields to destination fields. This configuration is stored in the CSM
Table Map table \[csm_table_map\]. The system administrator can modify this configuration as
needed.

The Create Case configuration uses the Social Q\&A Question table
\[kb_social_qa_question\] as the source table and the Case table \[sn_customerservice_case\] as the
destination table. It includes the following mapping information.  
{#case-mgmt-integration-administer__table_idb_1qm_3bb__entry__2}

| Question information | Case information |
|-|-|
| Question | Short description |
| Question author | Contact or consumer |
| Question author's account | Account |
| Opened by | Logged in community user |
| Priority | Low (priority = 4) |
| Channel | Community |
[Table 1. Mapping information configuration form]

{#case-mgmt-integration-administer__table_idb_1qm_3bb}

To create additional mapping between these tables, add the additional fields to the
Create Case configuration in the CSM Table Map table. Include these
fields as needed on the Create case from question record producer.