Special handling notes
Summarize
Summary of Special Handling Notes
The Special Handling Notes application allows users to create notes that highlight important information for specific records, such as cases or accounts. It is designed to draw attention to critical details without cluttering the general case processing workflow. Users should avoid having over 10,000 notes or using complex conditions, as this can impact performance.
Show less
Key Features
- Configuration: Admins can configure entity tables (e.g., Case table) to utilize special handling notes, which can be displayed in pop-up windows or embedded lists on record forms.
- Permission Roles:
- snshn.admin: Can create, update, delete, and configure notes.
- snshn.editor: Can view and update notes.
- snshn.user: Can only view notes.
- Notes Components: Each note includes a message, status (Active, Inactive, Expired), priority, and expiration date, which can be set during creation.
- Display Options: Notes can be viewed in a pop-up window or a list format on record forms, with the ability to dismiss or close the pop-up as needed.
- Resurfacing Notes: After closing, users can reopen the notes via the More actions menu, available on specific record pages.
- Scheduled Jobs: A daily job updates note statuses based on their effective and expiration dates.
- Domain Separation: The application supports domain separation for process administration.
Key Outcomes
By effectively utilizing the Special Handling Notes application, ServiceNow customers can ensure that vital information is communicated to users, enhancing the efficiency of case handling and improving service delivery. Proper configuration and management of these notes can lead to better visibility of critical updates and timely actions based on priority designations.
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.
Configuring special handling notes
Creating, updating, and deleting special handling notes
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.
| 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 . |
| 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. |
| Priority | Core UI | CSM Configurable Workspace |
|---|---|---|
| 1 - Critical | Red | Red |
| 2 - High | Orange | Orange |
| 3 - Moderate | Green | Purple |
| 4 - Low | Blue | Gray |
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
- Message
- Priority
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
- Message
- Expiration date
- Priority
- Table
Resurfacing special handling notes
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 CSM Configurable Workspace.
To open the special handling notes pop-up window after it has been closed, select Special handling notes from the More actions menu (
) on the action bar. If no special handling notes are available, the system displays an informational message: “No special handling notes are available.”
- Front-line case page
- CSM default record page
- Account
- Asset
- Contact
- Incident
- Product model
- Work order task
Expiring special handling notes
- 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.
Special handling notes plugin
Activating the Customer Service plugin (com.sn_customerservice) provides the CSM Configurable Workspace functionality, including the CSM Configurable Workspace Lookup and Verify plugin (com.snc.uib.lookup_verify).
Domain separation for Special Handling Notes
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.