Create a Customer Service case from a security incident
Security Incident Response ships with a default field mapping that maps a security incident to a Customer Service (CS) case. You can create a CS case from any security incident, edit the Priority, and also add Optional notes.
Before you begin
Role required: sn_si.basic and sn_customerservice_agent
Note: The Customer Service plugin must be activated to perform this task.
Procedure
Navigate to Security Incident.
Open the security incident that you want to add a CS case to.
Select Create Customer Service Case in the top header.
The pop-up window is prepopulated with information from the security incident based on your field mapping.
You can select a new Priority and add any Optional notes.
Note: The Priority field overwrites the default setting. The Optional notes are appended to the incident.
Select Submit.
A CS case is created and displayed in the Customer Service Cases related list in the security incident.
You can select the CS case link to follow up on the case.
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