Customising Resolution Shaper (timeline) to incident table

[priisholm]

Hi guys 🙂

I want to use "resolution Shaper (timeline)" on the incident form.

There is a really small docs about that:

https://docs.servicenow.com/bundle/kingston-customer-service-management/page/product/customer-service-management/task/use-case-timeline-other-apps.html

As far as I understand (from the docs)  "Activity lines above and below the timeline represent other case activities, including comments, information requests, close notes, email, and phone calls.".... it should also show other activities beside changing states - it doesn't.

Does anyone have experience in setting up "csm timeline" for other tables?

Thanks!
Soren

[JusCuz]

I have not tried this myself yet, but you can add resolution shapers for other tables by navigating to sys_resolutionshaper_config.list and creating a new record for the table you desire.