Create a case digest table map
Create a table map to configure the fields that are copied from the case record to the post case review or the case action summary records.
Before you begin
Role required: admin
About this task
Two table maps are included with the Case Digests plugin. The PCR Map uses the Case (sn_customerservice_case) table as the source table and the Post Case Review (sn_csm_case_digest_pcr) table as the target table. The PCR Map maps the following fields.
| Case field | Post Case Review field |
|---|---|
| sys_id | Case number |
| Short description | Short description |
| Cause | Root Cause Analysis |
| Close notes | Solution provided |
The CAS Map uses the Case (sn_customerservice_case) table as the source table and the Case Action Summary (sn_csm_case_digest_cas) table as the target table. The CAS Map maps the following fields.
| Case field | Case Action Summary field |
|---|---|
| sys_id | Case number |
| Short description | Short description |
Procedure
To access the CSM Table Map list, navigate to csm_table_map_list.do.
Click New to create a new table map.
You can also modify an existing table map by clicking the map name to open the map form.
Fill in the following fields on the CSM Table Map form.
| Field | Description |
|---|---|
| Mapping name | The table map name. |
| Application | Read only. The application for this table map. |
| API Name | Read only. The API for this table map. |
| Advanced Field Mapping | Enables advanced field mapping. |
| Source Table | The source table for the map. |
| Target Table | The target table for the map. |
| Active | Enables the mapping from the source to the target tables. |
| Use Advanced Condition | Enables advanced condition mapping, which uses a script. If enabled, add a script in the Advanced Condition field. |
| Advanced Condition | The script to use if the Use Advanced Condition field is enabled. |
| Conditions | Use the condition builder to select the conditions that apply to the table map. |
| Order | Order of priority for processing multiple matching map definitions simultaneously to resolve dependencies. - If there is only one matching table map, the system uses that map. - If there are multiple matching table maps with the same order, the system uses the map with the older created date. - If there are multiple matching table maps with different orders, the system uses the map with the highest order. |
Click Submit.
From the CSM Table Map list, select the table map created in step 2.
In the Basic Field Mapping form section, click New.
Select a Source Field and a Target Field.
Enable the Active check box.
Enter a number in the Order field
Click Submit.
Repeat steps 7 through10 for each field to be mapped.
Click Update on the CSM Table Map form.