ITSM Integration

Question 1

What role is needed to be able to create ITSM tasks from a Case? (general and CSM specific)

Answer 1

Itil

For CSM agents, below roles can be added to create/see ITSM tasks from Case
- sn_[incident, request, change]_read (create/associate/remove)

sn_[incident, request, change]_write (read)

Question 2

External customers can view the problem, change, and request records associated with their customer service cases from the Customer and Consumer Service Portals. Which can they approve in relation to cases via the portals?

Answer 2

• Change
• Request

Question 2

Information in the Case Field ‘Contact’ is copied to which Incident Field?

Answer 2

Caller

Question 3

What happens to a case whenever the state of one of the associated IT Service Management records (incident, problem, change) is updated?

Answer 3

The case work notes are updated automatically

Question 4

What types of ITSM entities (records) can be related to a case when activating the Customer Service with Service Management plugin?

Answer 4

Customer Service with Service Management plugin:
- Incident
- Problem
- Change

Customer Service with Request Management plugin
- Request

Question 5

Which case field allows to associate a change request with a case?

Answer 5

Caused by Change

Question 7

What fields are shown under ‘Related Records’ when installing the Customer Service with Service Management
plugin?

Answer 7

• Incident
• Problem
• Change Request
• Caused by Change