--- title: "Cases (CS) User Manual" slug: "cases-cs-user-manual" updated: 2023-09-20T05:58:03Z published: 2023-09-20T05:58:03Z canonical: "helpfiles.fybsoftware.com.au/cases-cs-user-manual" --- > ## Documentation Index > Fetch the complete documentation index at: https://helpfiles.fybsoftware.com.au/llms.txt > Use this file to discover all available pages before exploring further. # Cases (CS) User Manual ## CASE REQUEST SETTINGS ### OVERVIEW The Case Request Settings allow for the configuration of multiple cases from Service Now to capture selected Cases from Service Now to be populated into Content Manager. WARNING The following instructions are specific to configuring Cases (CS) within Service2CM ### CONFIGURING A NEW CASE To create a new Case for Service2CM to poll, complete the following steps: 1. Click on the **Request Tab** in the Service2CM interface ![image.png](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/image-DHBJ4J7Z.png) 2. Click on the **Configure New Case** button ![2021-02-12_10-37-07.jpg](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/2021-02-12_10-37-07.jpg) 3. The Case configuration page will load as follows ![image.png](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/image-3ZU045FH.png) 4. Fill out all the data you would like to do when polling for Cases in Service Now. Please see the fields below for further information on what can be configured. 5. Click Save ![2020-12-24_16-36-53.jpg](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/2020-12-24_16-36-53.jpg) Note If the form utilised uses reference type or look up select boxes form variables. You must have the lookup field tag enabled on the form variable as this will provide Service2CM with the correct path to obtain the display value data to the correct table. ![2020-12-24_17-10-16.jpg](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/2020-12-24_17-10-16.jpg) #### CASE NAME The Case Name is a unique descriptive name for the case being created. This identifies the criteria of the case type being captured. The case name will not be used within the capturing of the Cases from Service Now, this is just for identification purposes within the Service Now interface. ![2021-02-12_10-41-44.jpg](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/2021-02-12_10-41-44.jpg) #### RECORD CRITERIA QUERY The Record Criteria Query is the search criteria of the Service Now API call sent to Service Now to obtain the RITM data. Note **api/now/table/sn_customerservice_case?sysparam_query=** must be added to the start of the query. This will search for records on the incident table. The **search query** is to be added **after** the **=**. To create a search query please complete the following steps: 1. Navigate to the **Service Now Instance** > **Cases** ![2021-02-12_10-53-47.jpg](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/2021-02-12_10-53-47.jpg) 2. Click on the **Filter** button and a set of dropdowns will appear below 3. Use the dropdowns to create a search to obtain the records you wish to find ![2021-02-12_11-00-16.jpg](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/2021-02-12_11-00-16.jpg) 4. Click **Run** on the desired search when complete ![2021-01-05_10-59-16.jpg](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/2021-01-05_10-59-16.jpg) 5. Right-click on the **end of the query** created and Click **Copy query** ![2021-02-12_11-01-17.jpg](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/2021-02-12_11-01-17.jpg) 6. Navigate in **Service Now** to **REST API Explorer** (This is where the API call is configured) ![2021-01-05_11-01-29.jpg](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/2021-01-05_11-01-29.jpg) ![2021-02-12_11-02-43.jpg](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/2021-02-12_11-02-43.jpg) 7. The REST API Explorer settings are to be set to **Retrieve Records from a table (GET).** ![2021-01-05_11-04-38.jpg](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/2021-01-05_11-04-38.jpg) ![2021-02-12_11-10-13.jpg](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/2021-02-12_11-10-13.jpg) 1. Paste the query into **sysparm_query** 2. Type **true** into **sysparam_display_value** 3. Type **true** into **exclude_reference_link** ![2021-02-12_11-12-30.jpg](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/2021-02-12_11-12-30.jpg) 4. Click on the **Send** button ![2021-01-05_11-08-03.jpg](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/2021-01-05_11-08-03.jpg) 5. Scroll down to **Request > HTTP Method / URI** 6. Copy the highlighted section of the URL ![2021-02-12_11-13-13.jpg](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/2021-02-12_11-13-13.jpg) Warning Do not include **&sysparm_limit=1** in the query as this will allow for only **one** record to be returned. Note Scrolling down to the **Response Body** section will give an indication to which records will be returned from the search provided. 1. Paste the highlighted query into the **Record Criteria Query** in Service2CM ![2021-02-12_11-14-26.jpg](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/2021-02-12_11-14-26.jpg) #### CONTENT MANAGER RECORD TITLE The Content Manager Record title is the titling convention that all Case stored in Content Manager of the selected Case Category. ![image.png](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/image-P9O315IU.png) Service Now metadata can be used within the Record Title by adding placeholders into the title field. All metadata is obtained from the Case form fields and form variables. Refer to CONFIGURING PLACEHOLDERS for more information on creating placeholders. ### ACTIVATE CASE FOR POLLING All requests can be activated and deactivated from the polling service. If enabled, the request will be active for polling. If disabled, the request will be skipped during polling. ![image.png](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/image-TDHM88NH.png) You can also deactivate a request configuration from the REQ homepage. ![image.png](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/image-9BCO7SZA.png) #### CONTAINER SEARCH STRING The Container Search String determines which container Case records are to be stored into Content Manager. The Container Search String requires a Content Manager search in the format of a string. ![2021-01-05_11-12-14.jpg](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/2021-01-05_11-12-14.jpg) Containers that are **static** (All records go into the same container), the following search string can be used: *uri:[container URI]* **Dynamic** containers can use the ServiceNow placeholders to add in Service Now field values to assist in creating a dynamic search string. For example, using the Employee Number Service Now field, the value from this field can be used within the container and attachment search string to assist with finding the correct Employee container in Content Manager. ![2021-06-23_12-34-28.jpg](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/2021-06-23_12-34-28.jpg) **Example Container Search String**: containerEx:[default:EMP/{EMPLOYEE_NUMBER} and title:Payroll] and title:Employee Payroll #### GENERATE CONTAINER ON CASE CREATION ![2021-02-12_11-26-34.jpg](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/2021-02-12_11-26-34.jpg) When a new Case is created in Content Manager a new Container can be created to house the Case. ![2021-06-28_17-33-27.jpg](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/2021-06-28_17-33-27.jpg) This container can be housed on its own (if the containment level is correctly specified) or can be used in conjunction with the containment search string. If the containment search string AND generate container on Case creation, this will allow for the newly generated container to be housed within the folder found from within the search string. #### SET ATTACHMENT FILE NAME ![2021-01-05_11-17-00.jpg](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/2021-01-05_11-17-00.jpg) Attachments that are stored on the Case have the option to provide a unique naming convention for each Case. If this option is toggled off, Service2CM will use the attachment's actual file name as the attachment record's title in Content Manager. Placeholders can be used for adding metadata from the form fields and variables of the INC apart of the attachment file name. Refer to CONFIGURING PLACEHOLDERS for more information on creating placeholders. Note To declare a placeholder within the template, Use the metadata's name in capital letters, replacing spaces with _ and surrounded in { } brackets, **Example:** - {ITEM} - {SHORT_DESCRIPTION} **{SEQ_NUM}** is the sequential number placeholder which will add a number sequence to each attachment created. ![2021-06-28_17-35-58.jpg](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/2021-06-28_17-35-58.jpg) ### ALTERNATIVELY CONTAIN ATTACHMENTS By default, all attachments found for the CS will be contained on the record in Content Manager. If it is desired that the attachments should be alternatively contained on the CS in Content Manager, enable this option. Upon enabling, please select an attachments container search string #### ATTACHMENTS CONTAINER SEARCH STRING ![image.png](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/image-Z13FS9E8.png) The Attachments Container Search String determines which container CS attachment records are to be stored into Content Manager. This functionality works the same way as the Container Search String, please see section for configuration. #### SET TRANSFER STATE ON SUCCESS ![2021-03-17_12-26-50.jpg](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/2021-03-17_12-26-50.jpg) To indicate when a Case has been successful in its transfer to Content Manager, the Case's Transfer State can be updated to a new state to indicate a successful transfer has occurred. Transfer State is a custom choice list variable that must be configured prior to capturing Cases. #### SET TRANSFER STATE ON FAILURE ![2021-03-17_12-27-04.jpg](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/2021-03-17_12-27-04.jpg) To indicate when a Case has been unsuccessful in its transfer to Content Manager, the Case's Transfer State can be updated to a new state to indicate an unsuccessful transfer has occurred. Transfer State is a custom choice list variable that must be configured prior to capturing Cases. ### SEND PDF DOCUMENT TO SERVICE NOW / CONTENT MANAGER ![image.png](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/image-PY400JPG.png) The PDF metadata document contains the choice to send the document to Content Manager and / or ServiceNow. Placeholders can be used in tables, or even within paragraphs of text. ![2021-02-12_11-29-18.jpg](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/2021-02-12_11-29-18.jpg) The naming convention for the PDF template is also configurable. Refer to CONFIGURING PLACEHOLDERS for more information on creating placeholders. #### STORE CASE METADATA FIELDS ON CONTENT MANAGER RECORD If this feature is to be used, additional fields created must be created for the specified Service Now property. If the **Store Case Metadata on Content Manager Record** is enabled the **Metadata fields table** will appear. ![image.png](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/image-YSC249QT.png) 1. Using the **Service Now Properties** dropdown, select the metadata property to capture ![2021-01-05_11-34-10.jpg](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/2021-01-05_11-34-10.jpg) 2. Using the **Content Manager Fields** dropdown, select the matching Content Manager Additional Field ![2021-01-05_11-34-46.jpg](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/2021-01-05_11-34-46.jpg) 3. The associated fields will be added to the table ![image.png](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/image-X54W4NIQ.png) To delete an association, click on the **Delete** button (rubbish bin icon) to remove it from the table. ![image.png](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/image-XTGRF1DL.png) 1. Click on the **Save** button ![2020-12-24_16-36-53.jpg](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/2020-12-24_16-36-53%282%29.jpg) ### CONFIGURING PLACEHOLDERS #### FORM FIELDS AND VARIABLES PLACEHOLDERS To declare a placeholder, use the form field name in capital letters, replacing spaces with _ and surrounded in { } brackets, Example: - {ITEM} - {SHORT_DESCRIPTION} - {SUGGESTED_APPLICATION_PROCESS} The **REST API Explorer** can also assist in displaying what information is returned from a RITM. The **Response Body** will display what the placeholder names used are. Service2CM uses the same placeholder names. Ensure to place all placeholders in { } and written in capital letters. Please note that form fields and variables can sometimes have a slightly different name to their display name. Using the REST API Explorer will assist in obtaining to correct placeholder name, as Service2CM will use the API call name field name (refer to the image below). ![2021-01-20_14-58-02.jpg](https://cdn.document360.io/d6552dbe-372e-441e-bf0c-dbc5e937f181/Images/Documentation/2021-01-20_14-58-02.jpg)