---
title: Create a case from a discussion
description: In order to engage your internal experts to reply to discussion threads, you can create cases directly from community questions.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/communities/case-management-integration.html
release: australia
product: Communities
classification: communities
topic_type: concept
last_updated: "2026-03-12"
reading_time_minutes: 3
breadcrumb: [Configuring communities, Communities, Customer Service Management]
---

# Create a case from a discussion

In order to engage your internal experts to reply to discussion threads, you can create cases directly from community questions.

Creating cases from community questions requires activation of the Customer Service Management \(com.sn\_customerservice\) plugin.

This feature is available for questions that have been posted by community users who are also contacts or consumers in the Customer Service Management application. Questions can be either answered or unanswered.

**Note:** Cases can be created only from questions.

Two sets of users can create cases from questions:

-   Customer service agents, consumer service agents, and customer service managers.
-   Users with the sn\_customerservice.proxy\_case\_creator role. Community administrators and community moderators inherit this role.

-   **[Administer create case from discussion](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/communities/case-mgmt-integration-administer.md)**  
Configure parameters for the case generated from the community discussion so that it can be routed accordingly.

**Parent Topic:**[Configuring communities](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/communities/configure-communities.md)

**Related topics**  


[Community content types]()

[Community feedback types]()

[Community access types]()

[Platform Analytics Solutions for Communities]()

[Migrate Social Q&A data to Communities]()

[View community logs]()

[View community feedback and bookmarks tables]()

[Enable knowledge harvesting]()

[Activate Communities plugins]()

[Community setup guide for admins]()

[Configure community content types]()

[Configure video sources for a community]()

[Configure community forums]()

[Forum and user permissions management]()

[Configure the community profile]()

[Create community Terms and Conditions]()

[Enable users to self-register to a community]()

[Moderate a community]()

[Administer gamification]()

[Community Service Portal]()