How to see expired Special Handling Notes on the customer account?

[Mark Rodriguez]

We currently have Special Handling Notes on Customer Accounts that have expired but need to be renewed. The problem is that once the note has expired we can no longer see them under the customer account. I know I can go to the list of Special Handling Notes to view all notes. But, why are the expired notes removed from the customer account and how can I change it so that the expired notes stay on the customer account for historical purposes? For example we had a group of notes that expired on 01/01/2022 that need to be updated to expire on 01/01/2023.

[Ct111]

Hello ,

A scheduled job is run to remove expire notes. If you can deactivate that then you can avoid removal.

Check this from docs :

"Expiring special handling notes The Deactivate Special Handling Notes scheduled job, which runs daily at midnight, checks the dates in the Effective on and Expires on fields for each note. If a special handling note has reached its Effective on date, the scheduled job sets the status of the note to Active. If a special handling note has reached its Expires on date, the scheduled job sets the status of the note to Expired."

For more information check this link : https://docs.servicenow.com/bundle/rome-customer-service-management/page/product/customer-service-management/concept/c_OnScreenAlerts.html

Mark my Answer as Correct and Helpful if it helps

[Mark Rodriguez]

Thank you for the quick response. I have found the scheduled job and have just one more question. Do I have to delete the scheduled job or can I just change the trigger type to none so it will no longer run?

[Ct111]

Just keep it as inactive, incase you ever need to activate it due to any reason it will be present handy .

Hope my response helps.

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