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 ?

[Kailash Bhange]

Hi @Supriya25,

Both approaches work technically (a field is just a dictionary entry on sn_customerservice_task), but for new work I would standardize on your own scoped app (x_scrvn_csm):

1. Ownership and upgrades
The Customer Service scope belongs to ServiceNow. Fields you add there (u_...) become customizations inside a vendor app. Fields created from your x_scrvn_csm scope are clearly yours, are tracked in your app, and stay out of the way of CSM upgrades.

2. Deployment
With everything in one custom scope you can move it with the app (source control / app repo) instead of chasing update sets across two scopes.

3. Do not move existing fields
You can't rename u_ fields to x_ (or the other way) without creating new fields and migrating data, scripts, reports, ACLs, forms and integrations. For a support project that's rarely worth it. Leave the existing u_ fields as they are and document them.

4. Rule for the team going forward
- New fields/config on CSM tables -> x_scrvn_csm scope
- Only use Customer Service scope if a ServiceNow-owned record really has to be changed (and record why)

5. Cross-scope
Since you already granted cross-scope access, check that scripts running in Customer Service scope that read/write x_ fields are covered, and that ACLs for the new fields are created in your scope.

Hope this helps - please mark helpful/accept as solution if it answers your question.

[Supriya25]

Thanks @Kailash Bhange ,
Since our application in x_scrvn_csm scope, So I will create all new fields/config on CSM table (Task, Case, Accounts, consumer, contact) in x_scrvn_csm scope