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

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Special handling notes

# Special handling notes {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 5 minutes to read
Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of Special Handling Notes

The Special Handling Notes application in ServiceNow enables you to create and display important notes linked to individual records, such as cases or accounts, to highlight critical information for users.
These notes can be applied to specific records or sets of records based on defined conditions and can also display notes from related records like accounts or products associated with a case.
This feature is designed for special circumstances rather than routine workflows to ensure users do not get overwhelmed with excessive or irrelevant information.
Show full answer Show less  

## Key Features

* **Configuration:** Users with the `snshn.admin` role can configure entity tables (e.g., Case table) to use special handling notes and choose how they appear---either in a pop-up window upon opening a record or as embedded/related lists on forms.
* **Roles and Permissions:**
  * `snshn.admin`: Create, update, delete, and configure notes.
  * `snshn.editor`: View and update notes.
  * `snshn.user`: View notes only.
* **Note Properties:** Each note includes a message, status (Active, Inactive, Expired), priority level (Critical, High, Moderate, Low), and effective and expiration dates. Priority colors differ between Core UI and CRM Workspace interfaces for easy identification.
* **Display Options:**
  * **Pop-up Window:** Appears when accessing a record with active notes and allows users to dismiss individual notes.
  * **Embedded/Related List:** Shows active notes directly on the record form with message, priority, and expiration date.
* **Resurfacing Notes:** Users can reopen dismissed special handling notes via the More Actions menu in CRM Workspace without needing to reload the record, ensuring important notes remain accessible.
* **Scheduled Job Automation:** A daily scheduled job automatically activates notes on their effective date and expires notes on their expiration date, ensuring notes are current and relevant.
* **Domain Separation:** Special Handling Notes support domain separation as a process-separated table, maintaining data security and segregation according to domain scope.

## Why It Matters

Special Handling Notes help ServiceNow customers highlight critical, exceptional information related to individual records directly within their workflows. This ensures that users receive timely alerts and relevant details that may affect how they handle cases or accounts, improving operational awareness and decision-making. By limiting the number of notes and complexity of conditions, the application maintains optimal performance and usability.

## Key Outcomes

* Improved visibility of crucial record-specific information for users.
* Customizable display options tailored to user roles and workflows.
* Automated lifecycle management of notes through effective and expiration dates.
* Integration with CRM Workspace for seamless user experience in customer service management.
* Support for domain separation ensuring secure and compliant data management.  
The Special Handling Notes application enables you to create notes that bring important information about individual records, such as a case or account record, to the user's attention.  
Figure 1. Special handling notes in CSM Configurable Workspace  
You can create special handling notes for specific records or for a set of records that meet one or more conditions. You can also configure this application to display any special handling notes from related records, such as the account or the product associated with a customer service case.  
Important:  
Use special handling notes for special circumstances and not for the general case processing workflow. It is not recommended to have more than 10k special handling notes on an instance. In addition, avoid complex conditions and use dot walking sparingly when creating special handling notes. Having a large number of notes with complex conditions can affect the load time.

## Configuring special handling notes {#c_OnScreenAlerts__section_e32_hrg_scc}

Users with the sn_shn.admin role can configure the desired entity tables, such as the Case table, to use special handling notes. Special handling notes can be configured to display in the following ways:

* [In a pop-up window that appears when a user accesses a form](https://www.servicenow.com/docs/AXYzsQ_Mpqsbj7JnkVpDyQ#c_OnScreenAlerts__section_why_gwg_scc).
* [In an embedded list or a related list on a record form](https://www.servicenow.com/docs/AXYzsQ_Mpqsbj7JnkVpDyQ#c_OnScreenAlerts__section_myw_fwg_scc).
{#c_OnScreenAlerts__ul_pg1_55g_scc}  
For more information, see the following configuration topics:

* [Configure special handling notes](https://www.servicenow.com/docs/KrMVZRhN2ryidmEzsZk2_g "Use special handling notes to bring important case information to an agent’s attention.")
* [Configure an entity table to use special handling notes](https://www.servicenow.com/docs/csDZUGUSTrCSToRA6JAtJQ "Configure an entity table to use special handling notes.")
* [Configure a form to show special handling notes](https://www.servicenow.com/docs/9_xofoWxqnSTrR3Qpp3HGg "Display special handling notes on a form, such as the Case form, in either a form list or a pop-up window.")
{#c_OnScreenAlerts__ul_gwk_byk_1gc}

## Creating, updating, and deleting special handling notes {#c_OnScreenAlerts__section_asj_zsg_scc}

Users with the sn_shn.admin role can create, update, and delete special handling notes. Users with the sn_shn.editor role can view and update notes and users with the sn_shn.user role can view notes. For more information about creating special handling notes, see the following topics:

* [Create a special handling note](https://www.servicenow.com/docs/ZKJMH~vkd277UAqVm22bUA "Create a special handling note for a record, such as a customer service case.")
* [Components installed with Special Handling Notes](https://www.servicenow.com/docs/4sE4BYADVDH6jUgeXlDTiw#r_InstalledWithSpecHandNotes "Several types of components are installed with Special Handling Notes.")
{#c_OnScreenAlerts__ul_rm3_hlk_1gc}

Special handling notes display important information to the user. In addition to a message, a special handling note also has a status, an assigned priority, and an expiration date.  
The status of a note can be one of the following:{#c_OnScreenAlerts__table_apb_1tt_jyb__entry__2}

| Status | Definition |
|-|-|
| Active | The note is active. Active notes appear on the Special Handling Notes list or pop-up window. Active notes remain on the list until they are set to Inactive or Expired. Active notes remain on the pop-up window until dismissed or until they are set to Inactive or Expired. |
| Inactive | The note is no longer active. Users with the sn_shn.admin or sn_shn.editor role can set a note to Inactive if the information in the note is no longer useful. When a note is set to Inactive, it is removed from the Special Handling Notes list or pop-up window. Inactive notes can be viewed by navigating to Special Handling NotesSpecial Handling Notes. |
| Expired | The note has reached it's expiration date or it has been expired manually. If a note is expired, the form becomes read-only for all user roles other than the system administrator. A note is expired automatically by a scheduled job when it reaches it's expiration date. The scheduled job also sets any inactive notes to expired if the inactive notes have reached their expiration date. |
[Table 1. Special handling note states]

{#c_OnScreenAlerts__table_apb_1tt_jyb}  
A note can be assigned one of the following priorities. Each priority has an associated color, which is displayed as a colored bar in the pop-up window and as a colored circle in the Priority field in a list. The Core UI and the CRM Workspace interface use different colors to represent priority.{#c_OnScreenAlerts__table_asv_xzg_14b__entry__3}

| Priority | Core UI | CRM Workspace |
|-|-|-|
| 1 - Critical | Red | Red |
| 2 - High | Orange | Orange |
| 3 - Moderate | Green | Purple |
| 4 - Low | Blue | Gray |
[Table 2. Special handling note priorities]

{#c_OnScreenAlerts__table_asv_xzg_14b}

When creating a special handling note, you can make it effective right away or you can select a date when it becomes effective. You can also select an expiration date.

## Special handling notes pop-up window {#c_OnScreenAlerts__section_why_gwg_scc}

Special handling notes can be displayed on a form in a pop-up window. Users with the sn_shn.admin role can configure a form to display the Special Handling Notes pop-up window. This window appears when you access a record that has one or more active notes. The pop-up window displays the following information for each note:

* Message
* Priority
{#c_OnScreenAlerts__ul_rkq_llk_w5}

To dismiss a note, click Dismiss. Once you dismiss a note, it no longer appears in the pop-up window. To close the Special Handling Notes pop-up window, click X.

## Special handling notes list {#c_OnScreenAlerts__section_myw_fwg_scc}

Special handling notes can be displayed on a form in an embedded or related list. Users with the sn_shn.admin role can configure a form to display the Special Handling Notes list. This list appears on a form when there are one or more active notes for a record. The Special Handling Notes list displays the following information for a note:

* Message
* Expiration date
* Priority
* Table
{#c_OnScreenAlerts__ul_q1c_gts_px}

## Resurfacing special handling notes {#c_OnScreenAlerts__section_atz_n43_3fc}

Special handling notes are typically displayed in a pop-up window when a record is opened. Agents can view the special handling notes, dismiss individual notes, and close the window. If an agent closes
the window, they can open it again and display the special handling notes without closing and reopening the record tab in CRM Workspace.

To open the special handling notes pop-up window after it has been closed, select Special handling notes from the More actions menu (![agent workspace more UI actions icon]()) on the action bar. If no special handling notes are available, the system displays an informational message: "No special handling notes are available."  
The Special handling notes action that agents can use to reopen the special handling notes window is currently available on the following record pages in CSM Configurable Workspace:

* Front-line case page
* CSM default record page
{#c_OnScreenAlerts__ul_tcg_wtr_tdc}  
In addition to these pages, the action is also available on records from the following tables:

* Account
* Asset
* Contact
* Incident
* Product model
* Work order task
{#c_OnScreenAlerts__ul_pbn_hh1_sfc}

## Expiring special handling notes {#c_OnScreenAlerts__section_p5w_bdw_5jb}

The Deactivate Special Handling Notes scheduled job, which runs daily at midnight, checks the dates in the Effective on and Expires on fields for each note.

* If a special handling note has reached its Effective on date, the scheduled job sets the status of the note to Active.
* If a special handling note has reached its Expires on date, the scheduled job sets the status of the note to Expired.
{#c_OnScreenAlerts__ul_srm_1kv_pgb}

## Special handling notes plugin {#c_OnScreenAlerts__section_w3v_1lp_23c}

Activating the Case Management Core plugin (com.sn_customerservice) provides the CRM Workspace functionality, including the CRM Workspace Special Handling Notes (com.snc.uib.special_handling_notes).

## Domain separation for Special Handling Notes {#c_OnScreenAlerts__section_tjp_cwx_jbc}

The Special Handling Notes application supports domain separation as a process-separated table.

When inserting or updating a special handling note, the picker domain scope takes precedence by design with the Overrides \[sys_overrides\] field on process-separated tables. For more information, see [Process administration](https://www.servicenow.com/docs/access?context=c_DelegatedAdministration&version=brazil&pubname=brazil-platform-security&ft:locale=en-US).
**Related concepts**   

* [Manage special handling notes](https://www.servicenow.com/docs/GCeKimzCZHlCkGJf1tE8dw "Get critical information about specific customers and empower agents in delivering personalized and efficient service with special handling notes.")  
**Related tasks**   

* [Configure special handling notes](https://www.servicenow.com/docs/KrMVZRhN2ryidmEzsZk2_g "Use special handling notes to bring important case information to an agent’s attention.")

*[\>]: and then