Extension points for CSM integration with IT Service Management

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Extension Points for CSM Integration with IT Service Management

    The extension points within the CSM integration with IT Service Management allow customers to enhance their application's functionality and integrate customizations without modifying the core application code. These extension points are maintained in the Extension Point [sysextensionpoint] table, providing a structured way to implement changes and integrations.

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    Key Features

    • Incident Field Mapping: Utilize the sncssm.CSMIncidentIntegrations extension point to create custom logic for mapping Incident fields.
    • Problem Field Mapping: Leverage the sncssm.CSMProblemIntegrations extension point for mapping Problem fields.
    • Change Request Field Mapping: The CSMChangeIntegrations extension point allows for integration between Case and Change requests but is read-only. Modifications require support intervention.
    • Request Field Mapping: Use the sncssmrequest.CSMRequestIntegrations extension point to customize Request field mapping.
    • Approval Management: Configure approval entities through the global.CSMApprovalsManagement extension point to extend approval functionality across various entities.

    Key Outcomes

    By effectively utilizing these extension points, ServiceNow customers can:

    • Enhance the integration between Customer Service Management and IT Service Management.
    • Implement customized field mappings to improve data flow and accuracy across cases, incidents, problems, and changes.
    • Adapt approval processes to meet specific business requirements through configuration of the approval management extension.

    These capabilities empower organizations to tailor their ServiceNow environment to better suit their operational needs while maintaining system integrity and performance.

    Use the extension points available with CSM integration with IT Service Management to extend the functionality of your application.

    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.

    Using an extension point to map the Incident field

    Customers can create the logic for mapping the Incident field by using the sn_cs_sm.CSMIncidentIntegrations extension point.

    For more information about mapping fields, see the How to map or copy field values from Case to Incident when using CSM Integration with Incident Management [KB0817494] article in the HI Knowledge Base.

    Using an extension point to map the Problem field

    Customers can create the logic for mapping the Problem field by using the sn_cs_sm.CSMProblemIntegrations extension point.

    Using an extension point to map the Change Request field

    The Customer Service with Service Management plugin (com.sn_cs_sm) adds the CSMChangeIntegrations extension point, which exposes generic APIs that are used for Case to Change integration.
    Note:
    The CSMChangeIntegrations extension point is read-only. To modify this extension point, contact ServiceNow Customer Support.

    The Customer Service with Service Management plugin also adds an implementation of the CSMChangeIntegrations extension point. This implementation can be modified and deactivated; however, this is not recommended.

    If it is necessary to modify the APIs within the CSMChangeIntegrations extension point, users with the system administrator role can:
    • Create an implementation of an extension point.
    • Make the necessary changes in the implementation.
    • Update the order of the implementation to a lower number. The system executes the implementation with the lowest order number.
    Note:
    API names used in the implementation must remain exactly the same, otherwise the extension point will not be able to identify the implementation and will result in an error.

    For example, the CSMChangeIntegrations extension point includes the following copyFieldsFromCaseToChange API for creating a change from a case record.

    copyFieldsFromCaseToChange: function(changeGr, caseGr) {
		changeGr.short_description = caseGr.short_description;
		changeGr.cmdb_ci = caseGr.cmdb_ci;
		changeGr.impact = caseGr.impact;
		changeGr.urgency = caseGr.urgency;
		changeGr.priority = caseGr.priority;
		changeGr.company = caseGr.account;
		changeGr.sys_domain = caseGr.sys_domain;
},

    To modify this API, create an implementation of the extension point and make the desired changes without changing the API name.

    copyFieldsFromCaseToChange: function(changeGr, caseGr) {
		changeGr.abcd = caseGr.abcd;		
},

    Using an extension point to map the Request field

    Customers can create the logic for mapping the Request field by using the sn_cs_sm_request.CSMRequestIntegrations extension point.

    Using an extension point to approve changes and requests from the Customer Service Portal

    This feature includes an extension point that can be used to configure approval entities: global.CSMApprovalsManagement. Use this extension point to extend the approval functionality to any other entity, such as problem.