This post highlights real-time business scenarios in ServiceNow CSM enabled by system property configuration changes. I’m sharing some use cases I’ve implemented to help and guide others in the community.
Scenario 1: Consumers reported that out of 50 submitted requests, only 28 cases were created in the CSM case table.
Resolution -> Customers reported that out of 50 submitted requests, only 37 cases were created in the CSM case(sn_customerservice_case) table.
I analyzed the consumer-wise request details and found that Consumer 1 submitted 22 requests, Consumer 2 submitted 20 requests, and Consumer 3 submitted 8 requests in one day. The instance is configured with a system property that restricts each consumer to 10 new cases per day. Increasing this limit requires modifying the default system property.
System Property -> "sn_customerservice.consumer_max_new_cases_daily"
Scenario 2: Customer reported that while submitting issue details, they were unable to add more attachments after attaching a few files to the Customer Service case and getting error pop up.
Resolution -> Upon reviewing the case, only five files were attached after that getting error pop up message. This behavior is due to a system property that restricts consumers to five attachments per record. Increasing this limit requires modifying the default system property and can get desire outcome.
System Property -> "sn_customerservice.consumer_max_attachments_per_record".
case table.
Resolution -> Customers reported that out of 50 submitted requests, only 37 cases were created in the CSM case(sn_customerservice_case) table.
I analyzed the consumer-wise request details and found that Consumer 1 submitted 22 requests, Consumer 2 submitted 20 requests, and Consumer 3 submitted 8 requests in one day. The instance is configured with a system property that restricts each consumer to 10 new cases per day. Increasing this limit requires modifying the default system property.
System Property -> "sn_customerservice.consumer_max_new_cases_daily"
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