Under which application scope I should create New fields ?

[Supriya25]

Hi All,

we are not using OOB CSM (customer service Management ), we crated scoped application as per business needs .
Scoped Application : x_scrvn_csm

now I'm going to create some new fields on CSM Task table (sn_customerservice_task), we know that CSM Task table(sn_customerservice_task) Application is 'customer service' store application.

Now please advice me under which application scope I should create new fields on CSM Task table(sn_customerservice_task) table ? Either under "Customer service" Or "x_scrvn_csm" ?

what is best practice ?

[palanikumar]

Hi,

It all depends on how are you going to manage your code and deploy.

If you create it under x_scrvn_csm, then you can deploy your code using Application Registry or Source Control along with your other codes in this scope (Update set is also another option). Otherwise you can use only update sets.

With custom scope, you can isolate the customizations from OOTB. Please note you need to grant cross scope permissions if your scripts are accessing tables of other scope

[Supriya25]

Hi @palanikumar 
it's support project , everything already placed . Honestly to say I don't know why they followed different approaches to crate new fields on same table . 
Some developers they created under 'Customer service' those started with 'u_fieldname", some developers they created under Scoped 'CSM' those fields started with "x_scrvn_csm.field_name".  

Yes Cross Scope permissions granted already.

[Ankur Bawiskar]

@Supriya25 

recommendation: create new fields in your scoped app and not under OOTB CSM Scope

Why so?

-> Your custom fields won't conflict with future OOB fields added by ServiceNow in upgrades

-> Clear ownership attribution (you can identify which fields belong to your custom app)

-> Safe to upgrade without breaking changes

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Supriya25]

Hi @Ankur Bawiskar , 

Thanks for your suggestions.

it's support project , everything already placed . Honestly to say I don't know why they followed different approaches to crate new fields on same table . 
Some developers they created under 'Customer service' those started with 'u_fieldname", some developers they created under Scoped 'CSM' those fields started with "x_scrvn_csm.field_name".  

I have small concerns here.  
Table:  "sn_customerservice_task"
Application scope : CSM (scoped)
when I tried to created new field, custom fields are starting with "x_scrvn_csm.field_name". 

Table:  "sn_customerservice_task"
Application scope : Customer service (OOB)
when I tried to created new field, custom fields are starting with "u_field_name". 

please share your suggestion on this. which method more advisable for future best practices .