How to map or copy field values from Case to Incident when using CSM Integration with Incident ManagementIssue When creating a Incident from a Case by clicking on the 'Create Incident' UI action from the context menu, only certain fields are copied across from incident to case, how do you copy across Description and Service (business_service) Steps to Reproduce Pre-requisite: Activate the Customer Service with Service Management (com.sn_cs_sm') plugin. Log in to an OOB Instance as SysAdmin.Create a new Case (sn_customerservice_case) Populate mandatory fields using any valid contact and accountPopulate the Service (business_service) field with any value. Save the case Use the UI action from the form menu, 'Create Incident' Note that the description and Service(business_service) fields have not copied overCauseThis is expected behavior as documented below and is reproducible in OOB Instance CSM integration with Incident Management Only the following fields are mapped by default CASEINCIDENTShort descriptionShort descriptionDefault impactImpactUrgencyUrgencyContactCallerConfiguration item (if available)Configuration itemResolutionThe behavior that you are seeing where Business Service and Description field values from Case are not getting copied across to newly created Incident is expected behavior. Reproducible on an OOB instance, but you can map the case fields to incident fields within the script includes CSMIncidentIntegrations. To map the Service (business_service) and Description field from Case to Incident, do the following: Log in as Admin, open the 'CSMIncidentIntegrations' script includes file: /nav_to.do?uri=sys_script_include.do?sys_id=8c5aa43187b313003c1c8467a7cb0b31Locate the following function within the script includes (roughly line 22):copyFieldsFromCaseToIncidentScroll to the bottom of the function and add the following 2 lines: incGr.business_service = caseGr.business_service;incGr.description = caseGr.description; What we have done is mapped business_service and description fields FROM Case to business_service and description fields TO Incident. Save the record, clear cache if required and test again. In order to override the Read Only Script Include as per above, you must edit the Extension Point as below: Open the Extension Point: https://<instanceName>.service-now.com/nav_to.do?uri=sys_extension_point.do?sys_id=5e0aa43187b313003c1c8467a7cb0b0f Override the Method as mentioned in the Above InstructionsClick the "Create Implementation" Related LinkSee a New Script Include is created which will override the Out Of Box functionality. Please ensure this is thoroughly tested before moving to Production.