Create incident, problem, change, and request records from cases

As customer service agents, create incident, problem, change, and request records from open cases in workspaces.

Create an incident record from a case

As a customer service agent, create an incident record from a case or associate an existing incident with a case in CSM Configurable Workspace.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice.consumer_agent

Procedure

1. Open a customer service case.

2. Select the More UI Actions icon (

The following information is copied from the case to the incident record:

|Case fields|Incident fields|
|-----------|---------------|
|Short description|Short description|
|Default impact|Impact|
|Urgency|Urgency|
|Contact|Caller|
|Configuration item \(if available\)|Configuration item|

**Note:** You can manually change the incident impact and urgency to different values on the incident record as needed.

Result

Information about the incident is added as follows:

• An update with the incident number is added to the case work notes.
• The incident is added to the Incident field in the Related Records form section on the case form.
• The case number is added to the Customer Cases related list on the Incident record.
• If the case has an associated Problem, Change Request, or Caused by Change record, this information is also copied to the incident record.
• The domain of the incident is mapped to the domain of the case.

Create a problem record from a case

As a customer service agent, create a problem record from a case or associate an existing problem with a case in CSM Configurable Workspace.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice.consumer_agent

Procedure

1. Open a customer service case.

2. Select the More Actions icon (

The following information is copied from the case to the Problem record:

|Case fields|Problem fields|
|-----------|--------------|
|Short description|Problem statement|
|Impact|Impact|
|Urgency|Urgency|
|Priority|Priority|
|Company|Company|
|Configuration item \(if available\)|Configuration item \(if blank on case, agent can manually update on problem record\)|
|Case sys\_id|First reported by|

**Note:** You can manually change the problem impact and urgency to different values on the Problem record as needed.

Result

Information about the problem is added as follows:

• An update with the problem number is added to the case work notes.
• The problem is added to the Problem field in the Related Records form section on the case form.
• The case number is added to the Customer Cases related list on the Problem record.
• The domain of the problem is mapped to the domain of the case.

Create a normal change record from a case

As a customer service agent, create a normal change record from a case or associate an existing normal change record with a case in CSM Configurable Workspace.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice.consumer_agent

Procedure

1. Open a customer service case.

2. Select the More Actions icon (

The following information is copied from the case to the change record:

**Note:** You can manually change the change impact and urgency to different values on the change record as needed.

Default values are added to the following fields on the change record:

-   **Type**: Normal
-   **State**: New
-   **Category**: Other
-   **Risk**: Moderate

Result

Information about the change is added as follows:

• An update with the change number is added to the case work notes.
• The change is added to the Change Request field in the Related Records form section on the case form.
• The case number is added to the Customer Cases related list on the Chnage record.
• The Requested by field on the change record is updated with the case agent.
• The domain of the change is mapped to the domain of the case.

Create a standard change record from a case

As a customer service agent, create a standard change record from a case or associate an existing standard change record with a case in CSM Configurable Workspace.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice.consumer_agent

Procedure

1. Open a customer service case.

2. Select the More Actions icon (

The standard change record is created using the Standard Change template, which is defined in the Standard Change catalog. The data mapping is created from the template; no data is copied from the case to the change record.

Create a request record from a case

As a customer service agent, create a request record from a case or associate an existing request with a case in CSM Configurable Workspace.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice.consumer_agent

Procedure

1. Open a customer service case.

2. Select the More Actions icon (

The following information is copied from the case to the request record:

|Case fields|Request fields|
|-----------|--------------|
|Short description|Short description|
|Contact|Contact|

**Note:** You can manually change the request impact and urgency to different values on the request record as needed.

Result

Information about the incident is added as follows:

• An update with the request number is added to the case work notes.
• The request is associated with the case and is added to the Requests related list on the Case form.
• The case number is added to the Customer Cases related list on the request record.
• The domain of the request is mapped to the domain of the case.