Components installed with case types

  • Release version: Xanadu
  • Updated August 8, 2024
  • 4 minutes to read
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    Summary of Components installed with case types

    The Customer Service Case Types plugin (com.snc.csmcasetypes) installs several components that enhance case management in ServiceNow, including support for service definitions. These components include new tables, roles, system properties, and extension points that facilitate categorizing, managing, and selecting case types and associated services.

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    Tables Installed with Case Types

    The plugin adds multiple tables critical for managing case types and service definitions:

    • Case Type [sncasetype]: Stores defined case types.
    • Service Definition [sncasetypeselection]: Stores service definitions and includes additional fields such as Domain Path, Playbook, Record Generator, and Active Number.
    • Service Definition Category [sncsmcasetypesservicecategory] and Relationships [sncsmcasetypesservicecategoryrel]: Manage categories and their associated service definitions.
    • Product Service Relationship [sncsmcasetypesproductservicerel]: Links products to service definitions.
    • Service to Service Relationship [sncsmcasetypesservicetoservicerel]: Defines relationships between related services.
    • Catalog Service Relationship [sncsmcasetypescatalogservicerel]: Connects catalog items to service definitions.

    Roles Installed with Case Types

    The plugin provides specific roles to control access to service definition features:

    • Service definition admin: Full administrative rights to create, update, delete, and view service definitions and related categories.
    • Service definition manager: Permissions to create, update, and view service definitions and categories.
    • Service definition viewer: View-only access to service definitions, categories, and relationships.
    • Service definition report viewer: Access to view reports related to service definitions.
    • Service definition all table viewer: View access to all service definition tables.

    Properties Installed with Case Types

    Several system properties control how the case type selector screen behaves for agents:

    • sncsmcasetypes.casetypesinglefieldselect: Enables a single select case type feature for agents (default false).
    • sncsmcasetypes.servicedefinitionselect: Enables the Product Service Select screen, allowing agents to create cases based on selected products or services (default true). This property overrides the single field select setting.
    • sncsmcasetypes.servicedefinitionselectcount: Sets how many products and services display in the Product Service Select screen (default 25).
    • sncsmcasetypes.getcasetypesroles: Defines which admin and agent roles have access to the Case Type Selector and related API, customizable via a comma-separated list.

    Extension Points Installed with Case Types

    The plugin includes the CSMServiceDefinitionIntegrations extension point, enabling customization of the product list shown to agents in the Product Service Select screen. By default, this list is based on the customer context and includes sold products and installed base items. Customers can create implementations to customize product retrieval logic via scripted extension points without modifying core application code.

    Practical Benefits for ServiceNow Customers

    • Enables detailed classification and management of case types aligned with service definitions and product catalogs.
    • Provides role-based access control to safeguard service definition data and administration.
    • Offers configurable agent interfaces for case creation, improving agent efficiency and accuracy.
    • Supports extensibility through extension points for tailored product selection experiences.

    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 1. Tables added with case types
    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:
    • Domain Path
    • Playbook Record Generator
    • Active
    • Number

    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.

    For more information about these relationships, see .
    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.

    Table 2. Roles installed with case types
    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.
    • sn_csm_case_types.service_definition_manager
    • sn_service_org.service_criteria_delete
    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.
    • sn_csm_case_types.service_definition_report_view
    • sn_csm_case_types.service_definition_all_table_viewerr
    • sn_service_org.service_criteria_write
    • sn_service_org.service_criteria_create
    • sn_service_org.service_criteria_read
    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.

    Table 3. Properties installed with case types
    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.
    • Type: true | false
    • Default value: false
    • Location: System Property [sys_properties] table
    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.
    • Type: true | false
    • Default value: true
    • Location: System Property [sys_properties] table
    This property overrides the sn_csm_case_types.case_type_single_field_select property.
    • When set to true, the system displays the Product Service Select screen.
    • When set to false, the system uses the value of the sn_csm_case_types.case_type_single_field_select property.
    • If both properties are set to true, the sn_csm_case_types.service_definition_select property takes precedence.
    • If both properties are set to false, the system displays the multi-select screen.
    sn_csm_case_types.service_definition_select_count Determines the number of the products and services displayed in the Product Service Select screen.
    • Type: integer
    • Default value: 25
    • Location: System Property [sys_properties] table
    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.
    • Type: string
    • Default value:

      itil,admin,sn_customerservice_agent,sn_customerservice.consumer_agent

    • Location: System Property [sys_properties] table

    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 All > System Extension Points > Scripted Extension Points and select CSMServiceDefinitionIntegrations.

    To modify this extension point:
    1. Select the Create implementation related link on the extension point record.
    2. Modify the Script field and add an API to return product information.
    3. 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.