Now Assist for CSM Major Issue Management Properties

  • Release version: Australia
  • Updated June 2, 2026
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    Summary of Now Assist for CSM Major Issue Management Properties

    The Now Assist for CSM Major Issue Management application enables automated detection and escalation of major customer service cases by leveraging AI-driven searches for similar cases. This functionality is configured primarily through theNowAssistMajorIssueExtPointextension point and trigger conditions on the Major case agentic workflow. It helps ServiceNow customers efficiently identify and manage major issues, improving case handling and escalation accuracy.

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    Flow Trigger Properties

    Configured within Flow Designer on the Major case agentic workflow flow trigger, these properties define the case conditions that activate the AI evaluation. Common filters include case priority (default 1 or 2) and ensuring the case has no parent. Tighter trigger conditions reduce the number of AI evaluations, which lowers processing costs and system load.

    Major Case Search Configuration

    These settings control how the AI searches for existing major cases similar to the current case, sourced from NowAssistMajorIssueExtPoint.getConfigForMajorCase():

    • maxSearchResults: Limits the number of similar major cases returned (default 10). Higher limits increase cost and latency; lower limits risk missing relevant matches.
    • similarityThreshold: Sets the minimum similarity score for returned cases (default 0.75). Higher thresholds yield more precise matches; lower thresholds return more results with possible noise.
    • searchProfile: Defines the AI search profile applied for major cases (default profile name: sncsmmimgenaimimmajorcasesprofile). This profile determines indexed fields and ranking logic and can be customized.
    • matchFieldList: Specifies case fields used as exact-match filters to narrow search results (default empty). For example, filtering by account restricts matches to the same account.

    Non-Major Case Search Configuration

    These properties govern AI searches for similar non-major cases, retrieved from NowAssistMajorIssueExtPoint.getConfigForNonMajorCase():

    • maxSearchResults: Maximum similar non-major cases returned (default 10), balancing cost and recall.
    • similarityThreshold: Minimum similarity score for inclusion (default 0.70), controlling strictness of match before escalation is proposed.
    • searchProfile: AI search profile for non-major cases (default profile name: sncsmmimgenaimimnonmajorcasesprofile), customizable for indexing and ranking.
    • matchFieldList: Exact-match filter fields to restrict search scope (default empty).
    • minSimilarCasesForMajor: Minimum 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 exposes three overrideable methods to customize behavior:

    • isValid(glideRecord): Pre-flight check to determine case eligibility for AI skill invocation. By default, all cases are valid. Override to exclude specific case types or domains.
    • getConfigForMajorCase(glideRecord): Returns the search configuration for scanning existing major cases, including limits and thresholds.
    • getConfigForNonMajorCase(glideRecord): Returns search configuration for scanning similar non-major cases.

    These extension methods allow fine-tuning of AI evaluations to align with an organization's case management policies.

    The Now Assist 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

    Configure these properties in Flow Designer on the Major case agentic workflow flow trigger.

    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.

    Major case search configuration

    These properties come from NowAssistMajorIssueExtPoint.getConfigForMajorCase(). They control the search for similar existing major cases.

    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.

    Non-major case search configuration

    These properties come from NowAssistMajorIssueExtPoint.getConfigForNonMajorCase(). These properties control the search for similar non-major cases.

    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.

    Extension point method reference

    The NowAssistMajorIssueExtPoint extension point exposes three methods that you can override.

    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.