ServiceNow CSM Patterns

Trust Score 88/100

Patterns and example scripts for implementing ServiceNow Customer Service Management: accounts, contacts, cases, entitlements, and portal widgets (ES5).

triggers:servicenow csmcustomer service managementcreate customer accountsn_customerservice_caseservice_entitlementcase routing

GitHub SKILL.md

What it does

Provides a collection of ServiceNow Customer Service Management (CSM) patterns and example ES5 scripts to create and route accounts, contacts, cases, entitlements and portal case submission widgets. The skill bundles architecture diagrams, table mappings, sample business rules and widget server scripts to accelerate CSM implementations.

When to use it

Use when building or extending ServiceNow CSM functionality, creating account/contact/case lifecycles, implementing entitlement checks, automating case routing, or building portal widgets. Especially useful for teams working with ES5 server scripts and MCP tooling integrations.

What's included

Scripts: numerous ES5 examples for creating accounts, contacts, cases, entitlement handling, and entitlement decrement logic.
References: mappings for key tables (customer_account, customer_contact, sn_customerservice_case, service_entitlement) and MCP tool integration examples.
Instructions: guidance on case routing, entitlement checks, portal widget server scripts, and best practices for account hierarchy and SLA mapping.

Compatible agents

Inference: Works with agents and tooling that can execute ServiceNow scripts and MCP connectors (Claude, GPT-based agents, or platform-specific deploy tools).

Audit Summary

Reference-only skill providing ServiceNow CSM patterns (accounts, contacts, cases, entitlements, portal widgets) in ES5. No executable scripts — purely documentation and code snippets. Well-structured with clear sections, architecture diagram, and MCP tool integration guidance. Niche audience limited to ServiceNow CSM developers.

Watch Out

ES5-only constraint throughout — no modern JS syntax supported
Assumes ServiceNow CSM plugin is active with relevant tables
Code snippets are GlideScript, not standalone runnable scripts

Notes

Pure documentation skill with no security concerns. No scripts to execute. Code examples are well-commented ES5 GlideScript for ServiceNow CSM tables and business rules. Niche but well-crafted for its target audience.

Information

Repository: serac
Stars: 65

Trust Score

Overall88

Security100

Code Quality78

Architecture72

Usefulness38

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