Create a Customer Service case from a security incident

task brazil Updated Sep 10, 2026 1 min read create-cs-case-from-si.md

Security Incident Response ships with a default field mapping that maps a security incident to a Customer Service (CS) case. You can create a CS case from any security incident, edit the Priority, and also add Optional notes.

Before you begin

Role required: sn_si.basic and sn_customerservice_agent

Note: The Customer Service plugin must be activated to perform this task.

Procedure

Navigate to Security Incident.
Open the security incident that you want to add a CS case to.
Select Create Customer Service Case in the top header.

The pop-up window is prepopulated with information from the security incident based on your field mapping.
You can select a new Priority and add any Optional notes.

Note: The Priority field overwrites the default setting. The Optional notes are appended to the incident.
Select Submit.

A CS case is created and displayed in the Customer Service Cases related list in the security incident.
You can select the CS case link to follow up on the case.

Related topics

Customer service case management

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---
title: Create a Customer Service case from a security incident
description: Security Incident Response ships with a default field mapping that maps a security incident to a Customer Service \(CS\) case. You can create a CS case from any security incident, edit the Priority, and also add Optional notes.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/security-management/security-incident-response/create-cs-case-from-si.html
release: brazil
product: Security Incident Response
classification: security-incident-response
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Record creation from security incidents, Security incident creation, Security Incident Response, Enterprise security case management applications, Security Operations]
---

# Create a Customer Service case from a security incident

Security Incident Response ships with a default field mapping that maps a security incident to a Customer Service \(CS\) case. You can create a CS case from any security incident, edit the **Priority**, and also add **Optional notes**.

## Before you begin

Role required: sn\_si.basic and sn\_customerservice\_agent

**Note:** The Customer Service plugin must be activated to perform this task.

## Procedure

1. Navigate to **Security Incident**.

2. Open the security incident that you want to add a CS case to.

3. Select **Create Customer Service Case** in the top header.

The pop-up window is prepopulated with information from the security incident based on your field mapping.

4. You can select a new **Priority** and add any **Optional notes**.

**Note:** The **Priority** field overwrites the default setting. The **Optional notes** are appended to the incident.

5. Select **Submit.**

A CS case is created and displayed in the Customer Service Cases related list in the security incident.

6. You can select the CS case link to follow up on the case.

**Related topics**

[Customer service case management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/configure-csm-case-management.md)