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 28 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".
Scenario 3: The customer reported that after communicating with the agent via the case regarding the issue, they were later unable to continue communication through the same case. An error pop-up message appears in CSM ServiceNow.
Resolution -> After reviewing the backend configuration, it was identified that a system property restricts the number of additional comments that can be added per day. By default, only 25 comments are allowed. To increase this limit, the default value in the system property needs to be modified.
System Property -> "sn_customerservice.consumer_max_comments_per_case_daily"
Scenario 4: Multiple customers highlighted the same issue and created CSM cases. After reviewing them, the CSM manager proposed a major case and attached all relevant cases as child cases. Conversations from the major case were then populated to the child cases.
Resolution -> To propagate conversations from the major case to child cases, the corresponding system property must be enabled. Additionally, to transfer field values from the major case to child cases, the specific fields must be configured in the system properties for case synchronization.
System Property -> sn_customerservice.parent_child_ case_sync
sn_customerservice.case_fields_to_sync : Add more fields to propagate from Major case to Child cases.
Scenario 5: Community users want to post multiple events on the Community Portal within a single day. However, they have reported that some events cannot be posted .
Resolution -> After reviewing the configuration, it was confirmed that the system has a property configured for the number of days allowed for event posting. To add more events, the default value of this property needs to be updated.
System Property -> sn_communities.event_count
Scenario 6: Community users reported that the documents and attachments they uploaded are not appearing in the CSM Community Portal.
Resolution -> After reviewing the backend configuration, it was identified that the documents and attachments uploaded by community users exceed the maximum file size defined in the system properties. The system is configured to allow a maximum attachment size of 5 MB and a document file size of 25 MB. To upload larger images and documents, the default property values must be increased.
System Property ->sn_communities.attachments.max_allowed_size
sn_communities.attachments.document.max_allowed_size
Please mark helpful and correct answer if it's worthy for you.
