---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/customer-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# ServiceNow Otto for CSM Major Issue Management Properties

# ServiceNow Otto for CSM Major Issue Management Properties {#ariaid-title1}

Release version: Australia  
Updated June 2, 2026  
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## Summary of ServiceNow Otto for CSM Major Issue Management Properties

The ServiceNow Otto for CSM Major Issue Management application enables automated detection and escalation of major cases within Customer Service Management.
It uses configurable properties and AI-driven searches to identify similar major and non-major cases, helping streamline major issue workflows and improve issue resolution efficiency.
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## Flow Trigger Properties

Configured in Flow Designer on the Major case agentic workflow flow trigger, these properties define the case conditions that activate the flow. For example, filtering by priority, category, or product controls which cases the AI evaluates. More restrictive trigger conditions reduce AI executions, lowering costs and processing load.

## Major Case Search Configuration

Defined via the **NowAssistMajorIssueExtPoint.getConfigForMajorCase()** method, these properties control how the AI searches for similar existing major cases:

* **maxSearchResults:** Limits the number of major case matches returned (default 10). Higher limits increase cost and latency; lower limits risk missing relevant matches.
* **similarityThreshold:** Sets the minimum similarity score for matches (default 0.75). Higher thresholds yield fewer, more precise matches; lower thresholds return broader results with more noise.
* **searchProfile:** Specifies the AI search profile used, determining indexed fields and ranking logic. The default can be customized to tailor search behavior.
* **matchFieldList:** Lists case fields requiring exact matches (e.g., account, product). This restricts searches to cases with matching values in these fields, improving relevance.

## Non-Major Case Search Configuration

Configured via **NowAssistMajorIssueExtPoint.getConfigForNonMajorCase()**, these properties govern how the AI searches for similar non-major cases to support major case escalation decisions:

* **maxSearchResults:** Maximum similar non-major cases returned (default 10), balancing AI cost and completeness.
* **similarityThreshold:** Minimum similarity score for inclusion (default 0.70), controlling strictness of match before escalation.
* **searchProfile:** AI profile used to define indexed fields and ranking for non-major case searches.
* **matchFieldList:** Fields requiring exact matching to focus searches.
* **minSimilarCasesForMajor:** The minimum count of similar non-major cases needed before auto-proposing escalation to a major case (default 5). Lower values make escalation easier; higher values require stronger evidence.

## Extension Point Methods

The **NowAssistMajorIssueExtPoint** extension point exposes three methods that customers can override to customize behavior:

* **isValid(glideRecord):** Pre-flight eligibility check before skill invocation; by default returns true for all cases. Override to exclude specific case types or domains.
* **getConfigForMajorCase(glideRecord):** Returns major case search configuration (default limit 10, threshold 0.75).
* **getConfigForNonMajorCase(glideRecord):** Returns non-major case search configuration (default limit 10, threshold 0.70).

Customizing these methods allows tailoring the flow's case eligibility and search parameters to fit your organizational needs and optimize AI performance.  
The ServiceNow Otto for CSM Major Issue Management application is configured through the `NowAssistMajorIssueExtPoint` extension point and the trigger conditions on the Major case agentic workflow flow. This reference describes every configurable property, the valid values, the default, and the impact.

## Flow trigger properties {#na-for-csm-mim-properties__trigger_properties}

Configure these properties in Flow Designer on the Major case agentic workflow flow trigger.
{#na-for-csm-mim-properties__table_p42_y5r_ljc__entry__4}

| Property | Description | Default | Impact |
|-|-|-|-|
| Trigger conditions | The case-record conditions that cause the flow to run. Add filters such as category, account, product, or any other case field to control which cases the AI detection evaluates. | Priority is 1 or 2; Parent is empty | More restrictive conditions reduce AI skill executions, which lowers cost and processing load. |
[ ]

{#na-for-csm-mim-properties__table_p42_y5r_ljc}

## Major case search configuration {#na-for-csm-mim-properties__major_case_config}

These properties come from `NowAssistMajorIssueExtPoint.getConfigForMajorCase()`. They control the search for similar existing major cases.
{#na-for-csm-mim-properties__table_q42_y5r_ljc__entry__5}

| Property | Description | Values | Default | Impact |
|-|-|-|-|-|
| `maxSearchResults` | Maximum number of similar major cases returned by the AI search. | Integer 1--50 | 10 | Higher values increase AI search cost and latency. Lower values may miss relevant matches. |
| `similarityThreshold` | Minimum similarity score a major case must meet to be included in results. | 0.0--1.0 | 0.75 | Higher values return fewer, more precise matches. Lower values cast a wider net with more noise. |
| `searchProfile` | AI search profile used when searching for similar open major cases. Determines which indexed fields and ranking logic apply. | String (profile name) | `sn_csm_mim_gen_ai_mim_major_cases_profile` | You can edit this profile or replace it with a custom profile. The profile must return major cases. |
| `matchFieldList` | Case fields whose values are appended as additional exact-match filter conditions on the AI search. | Array of field names (for example, `["account", "product"]`). Empty field values are skipped. | `[]` | Restricts the search to cases that exact-match on the listed fields. For example, with `["account"]`, only cases from the same account are considered. |
[ ]

{#na-for-csm-mim-properties__table_q42_y5r_ljc}

## Non-major case search configuration {#na-for-csm-mim-properties__non_major_case_config}

These properties come from `NowAssistMajorIssueExtPoint.getConfigForNonMajorCase()`. These properties control the search for similar non-major cases.
{#na-for-csm-mim-properties__table_r42_y5r_ljc__entry__5}

| Property | Description | Values | Default | Impact |
|-|-|-|-|-|
| `maxSearchResults` | Maximum number of similar non-major cases returned by the AI search. | Integer 1--50 | 10 | Higher values increase AI search cost and latency. Lower values may undercount similar cases and suppress major case escalation. |
| `similarityThreshold` | Minimum similarity score a non-major case must meet to be included in results. | 0.0--1.0 | 0.70 | Higher values enforce stricter matching before escalation is considered. Lower values may trigger escalation proposals more liberally. |
| `searchProfile` | AI search profile used when searching for similar open non-major cases. | String (profile name) | `sn_csm_mim_gen_ai_mim_non_major_cases_profile` | Determines which indexed fields and ranking logic apply during the non-major search. |
| `matchFieldList` | Case fields whose values are appended as additional exact-match filter conditions on the AI search. | Array of field names. Empty field values are skipped. | `[]` | Restricts the search to cases that exact-match on the listed fields. |
| `minSimilarCasesForMajor` | Minimum number of similar non-major cases the AI must return before the new case is auto-proposed as a major case. Below this threshold the flow exits with no updates. | Integer 1--N | 5 | Lower values make major case escalation easier to trigger. Higher values require stronger evidence before a new major case is proposed. |
[ ]

{#na-for-csm-mim-properties__table_r42_y5r_ljc}

## Extension point method reference {#na-for-csm-mim-properties__extension_point_methods}

The `NowAssistMajorIssueExtPoint` extension point exposes three methods that you can override.
{#na-for-csm-mim-properties__table_s42_y5r_ljc__entry__3}

| Method | OOB default | Purpose |
|-|-|-|
| `isValid(glideRecord)` | Returns `true` for all cases | Pre-flight eligibility check called before skill invocation. Override to exclude specific case types, domains, or any other condition. |
| `getConfigForMajorCase(glideRecord)` | limit: 10, threshold: 0.75 | Returns the search configuration used when scanning for existing major cases. |
| `getConfigForNonMajorCase(glideRecord)` | limit: 10, threshold: 0.70 | Returns the search configuration used when scanning for similar non-major cases. |
[ ]

{#na-for-csm-mim-properties__table_s42_y5r_ljc}