Components installed with case types

Release version: Yokohama

Updated January 30, 2025

4 minutes to read

Summarize

Summarized using AI

Summary of Components installed with case types

The Customer Service Case Types plugin (com.snc.csmcasetypes) installs essential components that support managing case types and service definitions within ServiceNow’s Customer Service Management (CSM). These components include tables, roles, properties, and extension points that enable advanced case handling and service association capabilities.

Show full answer Show less

Tables Installed with Case Types

Several tables are introduced to store and organize case types and related service definition data:

Case Type [sncasetype]: Stores defined case types for customer service cases.
Service Definition [sncasetypeselection]: Holds service definitions with additional fields like Domain, Playbook, Record Generator, and Active status.
Service Definition Category [sncsmcasetypesservicecategory]: Stores categories used to classify service definitions.
Service Definition Category Relationships [sncsmcasetypesservicecategoryrel]: Links service definitions to their categories.
Product Service Relationship [sncsmcasetypesproductservicerel]: Links products to service definitions, enabling product-service associations.
Service to Service Relationship [sncsmcasetypesservicetoservicerel]: Manages relationships between related services within service definitions.
Catalog Service Relationship [sncsmcasetypescatalogservicerel]: Links catalog items to service definitions, facilitating catalog integration.

Roles Installed with Case Types

Specific roles are provided to control access and management of service definitions and case types:

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

Properties Installed with Case Types

Several system properties control how agents interact with case type selection screens in CSM Configurable Workspace:

sncsmcasetypes.casetypesinglefieldselect: Enables a single-select case type selector screen, simplifying case creation by type. Default is false.
sncsmcasetypes.servicedefinitionselect: Enables the Product Service Select case type selector screen, allowing selection of records based on products or services. Overrides the single field select property. Default is true.
sncsmcasetypes.servicedefinitionselectcount: Controls how many products and services display in the Product Service Select screen. Default is 25.
sncsmcasetypes.getcasetypesroles: Lists roles authorized to access the Case Type Selector and getCaseTypes API, defaulting to common admin and agent roles.

Extension Points Installed with Case Types

The plugin includes the CSMServiceDefinitionIntegrations extension point, which allows customization of the product list displayed to agents in the Product Service Select screen. This list is customer-context aware by default, showing sold products and installed base items. Customers can extend or modify this behavior by creating scripted implementations that return customized product data, enabling tailored integration without altering core application code.

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:

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.