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Integrate with IT Service Management › Integrate › Customer Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Setting up CSM integration with IT Service Management

Integrate Customer Service Management with IT Service Management that includes the Request, Incident, Problem, and Change Management applications. With this integration, users can create request, incident, problem, and change records from customer service cases. External users can view these records from the Customer and Consumer Service Portals.

TaskDescription
Integrate with IT Service Management using Guided SetupUse the Guided Setup to integrate CSM with IT Service Management.
Install Customer Service Management with Service ManagementActivate the CSM with Service Management plugin \(com.sn\_cs\_sm\) to enable the integration the following applications: - Incident Management - Problem Management - Change Management
Install Customer Service Management with Request ManagementActivate the CSM with Request Management plugin \(com.sn\_cs\_sm\_request\) to use the integration with the Request Management application.
Assigning CSM/ITSM integration rolesAssign the required roles to the customer service agents and managers who will be creating the request, incident, problem, and change records from customer service cases.
Enable external customers to access problem, change, and request recordsAssign access controls \(ACLs\) to the external user roles to provide visibility to case-related request, problem, and change records from the Customer and Consumer Service Portals.
Enable external customers to create requestsAssign roles to external customers which enable them to create requests.
Enable external customers to approve requests and changesEnable external customers to approve changes and requests:- Add external users to approval groups or assign roles for approval users. - Add the necessary ACLs to the snc\_external role for the following table: - Change Request \(change\_request\) - Request \(sc\_request\) - Request Item \(sc\_req\_item\)
Enable the Create Request UI action for case typesEnable the Create Request UI action for case type tables that extend the Case [sn_customerservice_case] table.