Skip to content
Using CSM Configurable Workspace in Customer Service Management › Manage cases › Use › Customer Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Create a work plan in Customer Service Management (CSM) Configurable Workspace

Create a work plan in the Customer Service Management (CSM) Configurable Workspace so that your agents can fulfill and implement the maintenance requirements for an install base item.

Before you begin

Role required: sn_customerservice_agent and sn_fsm_planned_wm.planned_work_admin

Procedure

  1. Navigate to All > Workspaces > CSM/FSM Configurable Workspace.

  2. In the list view, navigate to Customer > Accounts.

  3. Open an account and navigate to the Install Base Items related list.

  4. Open an install base item from the list.

  5. On the Planned Maintenance tab, open Work plans and select New.

  6. On the form, fill in the fields.

FieldDescription
NameName of the work plan.
Type

Type of trigger that determines when work should be performed.- Model based: Base the work plan on a specified model of a CI. - General: Base the work plan on a table and filter. - Install base: Base the work plan on specified models of install base items Note:

  • Model-based plans apply only to hardware models, specifically ones that have at least one model category defined.
  • The Install base plan type is available only if the Customer Service Install Base Management (com.snc.install_base) plugin is activated.
ModelOne or more product catalog items that you can select to identify the configuration items (CIs) or install base that require maintenance. When you select a model, the associated table appears in the Table field. For example, if you select a specific PC model, the Table field displays Computer [cmdb_ci_computer]. This field appears if you selected either the Model based or Install base type. For Install base type. The Table field automatically fills in an appropriate table based on the selected model.
  1. Select Save.

Result

You created a work plan in Customer Service Management (CSM) Configurable Workspace.