Activate Case Digests

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Activate the Case Digests plugin to use the case digests feature.

    Before you begin

    Role required: admin

    About this task

    The Case Digests plugin automatically activates the following plugins:
    • Customer Service (com.sn_customerservice)
    • Customer Service Document Template (com.sn_csm_doc_template)
    • ServiceNow Document Viewer (com.snc.documentviewer)
    • Targeted Communications (com.sn_publications)

    The Case Digests feature uses the recipient lists feature from the Targeted Communications plugin (sn_publications).

    When creating a case action summary record, users with the sn_esm_agent role can select a recipient list of the type Internal Users. Selecting the Publish to Case & Notify UI action on the Case Action Summary form sends an email notification to the users included in the selected recipient list.
    Note:
    The Publish to Case & Notify UI action is available when a list has been selected in the Additional internal recipients field.

    For more information, see Recipient lists.

    Procedure

    1. Navigate to All > System Definition > Plugins.
    2. Search for the plugin com.sn_csm_case_digest.
    3. Click Activate.