Customer Service Management - Create Incident from Case does not work - Support and Troubleshooting

Customer Service Management - Create Incident from Case does not work Issue .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } You have reported an issue with Customer Service Management OOTB function not working:

You are trying to create an incident from a case.

An agent can create an incident from a case by selecting the Create Incident item from the Additional Actions menu.

Incorrect Behavior: Incident is Created but not saved and associated to the Case.

Below Error is seen on Incident record Data Policy Exception: The following fields are mandatory: Caller, Assignment group, Description

Expected Behavior: 1. When the incident is created: 2. The state of the incident is New. 3. The incident number is added to the Incident field in the Related Records form section on the Case form. 4. An update with the incident record number is added to the Work notes field on the Case form. 5. The domain of the incident is mapped to the domain of the case.

Release .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Any

Cause .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } MOST PROBABLE CAUSE: The Incident record cannot be saved to the database as you have mandatory fields (Assignment group, Description) which are mapped OOB to be populated when created from Case.

1. OOB only the below fields are mapped from Case to Incident

Case to Incident field mapping Case fields Incident fields Short description Short description Default impact Impact Urgency Urgency Contact Caller Configuration item (if available) Configuration item https://docs.servicenow.com/bundle/quebec-customer-service-management/page/product/customer-service-management/reference/csm-integration-sm-incident.html

2. The UI action references the below Script Include /nav_to.do?uri=sys_script_include.do?sys_id=0785387187b313003c1c8467a7cb0bc6 line 48 - 61

createIncidentFromCase: function(caseGr, uiActionHandler) { var incGr = new GlideRecord("incident"); var ep = new GlideScriptedExtensionPoint().getExtensions(ServiceManagementIntegrationConstants.CASE_INC_EXTENSION_POINT); //If there is any other new extension instance other than the OOB one, concat them together //The extension instance with higher order number would overwrite the one with lower order number for(var i = 0; i var point = ep[i]; point.copyFieldsFromCaseToIncident(incGr, caseGr); }

var incSysId = incGr.insert(); caseGr.incident = incSysId; caseGr.update(); gs.addInfoMessage(gs.getMessage("Incident {0} created", incGr.number));

**************************************** Line 55 should copy the relevant fields from case to Incident.

However the insert does not happen on line 58 successfully as a result of mandatory fields set at data level "Data Policy Exception:", which means the Incident cannot be saved and associated to the Case record.

Resolution .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } To resolve your issue

If it is a business requirement to have the fields (Assignment group, Description) as Mandatory on Incident, you will need to ensure you configure the mapping from Case to Incident for these additional fields which need to be populated and saved when Incident is created.

Please reference the documentation below --> https://docs.servicenow.com/bundle/quebec-customer-service-management/page/product/customer-service-management/reference/csm-integration-sm-incident.html Using an extension point to map the Incident field Customers can create the logic for mapping the Incident field by using the sn_cs_sm.CSMIncidentIntegrations extension point.

--> https://docs.servicenow.com/bundle/quebec-application-development/page/build/applications/concept/extension-points.html