---
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


---

# Now Assist for CSM Major Issue Management Properties

# Now Assist for CSM Major Issue Management Properties {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
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. |
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{#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}