Extension points for CSM integration with IT Service Management

Release version: Yokohama

Updated January 30, 2025

2 minutes to read

Summarize

Summarized using AI

Summary of Extension points for CSM integration with IT Service Management

Extension points in Customer Service Management (CSM) integration with IT Service Management (ITSM) enable you to customize and extend application functionality without modifying the core application code. These extension points are stored in thesysextensionpointtable and provide a structured way to implement custom logic for integrating CSM with ITSM components such as Incident, Problem, Change Request, and Request fields.

Show full answer Show less

Key Features

Incident Field Mapping: Use the sncssm.CSMIncidentIntegrations extension point to create custom logic for mapping Incident fields from Cases.
Problem Field Mapping: Use the sncssm.CSMProblemIntegrations extension point to define mapping logic for Problem fields.
Change Request Field Mapping: The CSMChangeIntegrations extension point, part of the Customer Service with Service Management plugin (com.sncssm), exposes APIs for Case-to-Change integration. This extension point is read-only and modifications must be handled via creating new implementations with appropriate order priority. The APIs, such as copyFieldsFromCaseToChange, must retain their names to avoid errors.
Request Field Mapping: Use the sncssmrequest.CSMRequestIntegrations extension point to customize mapping logic for Request fields.
Approvals from Customer Service Portal: The global.CSMApprovalsManagement extension point allows extending approval workflows to additional entities like Problem records, enabling approval configurations beyond standard cases and requests.

Practical Application for ServiceNow Customers

By leveraging these extension points, ServiceNow customers can tailor how CSM integrates with ITSM processes, ensuring field mappings and approval workflows align with their specific business requirements. This customization provides flexibility while maintaining upgrade-safe practices by avoiding direct code changes. For changes to read-only extension points, creating prioritized implementations allows controlled overrides without impacting core functionality.

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 isn’t recommended.

If it’s necessary to modify the APIs within the CSMChangeIntegrations extension point, the system administrator 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 the same, otherwise the extension point won’t be able to identify the implementation, causing 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 a problem.