Properties installed with Customer Service Management
Properties are added with the activation of the Customer Service Management application.
To open the System Property [sys_properties] table, enter sys_properties.list in the navigation filter. You can narrow the list results by using the Application field.
You can also navigate to to view a list of the most frequently used properties that you can configure for Customer Service Management.
The following table lists the properties that are used for Customer Service Management.
| Property | Description |
|---|---|
| glide.cs.email.case_queue_address | Email case queue address.
|
| glide.cs.email.new_case_prefix | Email subject prefix format for new case.
|
| sn_customerservice.email.create_case_for_non_matched_user | Create case for non-matched user.
|
| glide.cs.company_name | Your company name.
|
| glide.ui.activity.email_roles | Roles that can view the mail in the Activity formatter when including "Sent/Received Emails.
|
| glide.ui.sn_customerservice_case_activity.fields | Case activity formatter fields.
|
| sn_customerservice.FTS_flag_enabled | Enable the follow the sun flag on the Customer Service Case form.
|
| sn_customerservice.glide.script.block.client.globals |
|
| sn_customerservice.shn_asset | Special Handling Notes for assets.
|
| sn_customerservice.shn_contact | Special Handling Notes for contacts.
|
| sn_customerservice.shn_product | Special Handling Notes for products.
|
| sn_customerservice.shn_account | Special Handling Notes for accounts.
|
| sn_customerservice.shn_case | Special Handling Notes for cases.
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| sn_customerservice.portal.chat_queue |
|
| csm.captcha.google.enabled | Enable the Google Captcha tool on the customer portal self-service portal self-registration form.
|
| sn_customerservice.use_asset_contact_relationship | Restrict assets that are based on the contacts assigned to the assets.
|
| sn_customerservice.account_relationship_access_roles | Roles that need to be shown in the reference qualifier for the Account Relationship Access table [sn_customerservice_account_relationship_access].
|
| sn_customerservice.contact_role_assignment | External roles that can be assigned to contacts from the Customer Service
Portal. The roles stored in this property are displayed in the
Available column on the Edit Role pop-up window.
|
| sn_customerservice.registration_workflow_id | Default registration workflow sys_id.
|
| sn_customerservice.consumer_max_products | Maximum registered products per consumer.
|
| com.snc.cs_base.last.generated.code.tree.path | Property that gets created by the system when the first customer_account record is inserted into an instance. It stores the Account Code value for the most recently created customer
account in the Account [customer_account] table. When a new customer account record is created, the system uses this property to determine a unique account code value for the account. The property is then updated with this latest assigned value so that the next account code value can be set as a unique value for the next account record insert. See Set the account code property for more details.
Note: If this property is reset to the original value, the system attempts to create new accounts with account codes that are already in use, which can result in an invalid
insert. |
| sn_customerservice.enable_knowledge_kcs | Knowledge Centered Services (KCS) for Customer Services Management.
|
| skills_management.migration | List of task tables to migrate to the Task Skills [task_m2m_skill] table when an administrator runs the Migrate Skills to Task Skill M2M script.
|
| sn_customerservice.rest.api.case_sla_async | Enable asynchronous processing of SLAs while creating a case using a REST API.
|
| com.snc.skills_management.task_skill_migrated_tables | List of tables where the Skills field has already been migrated to the Task Skills [task_m2m_skill] table. If the table name is listed in this property, the data has been migrated and
will not be migrated again.
|
| sn_customerservice.case_fields_to_sync | Comma-separated list of fields that synchronize from parent case to child
cases.
|
| sn_customerservice.parent_child_case_sync | Synchronize fields from parent to child cases.
|
| sn_customerservice.parent_child_case_sla_async | Processes SLA asynchronously during parent to child case creation and synchronization.
|
| sn_csm_case_types.enable_service_selector |
Enables the Case Type Selector for cases created from the following records:
|
| glide.ui.sn_customerservice_escalation_activity.fields | Escalation activity formatter fields.
|
| sn_customerservice.kcs.enable_template_on_case_workspace | Enables creation of knowledge articles by using a knowledge article template from a customer service case in Agent Workspace.
|
| sn_customerservice.case.autoresponder.enable | Enables sending content as recommendations for closing a case by using the Auto-Responder feature.
|
| sn_customerservice.case.autoresponder.customportal | Custom portal URL that contains the knowledge article parameter such as sys_kb_id or kb_number. Example: https://<instance-name>.service-now.com/csm?id=kb_article_view&sys_kb_id={sys_kb_id}
|
| sn_customerservice.contact_relationship.restrict_within_account_hierarchy | Create a contact relationship with contacts outside the account hierarchy. When set to false, users are allowed to create contact relationships with any account. When set to true, only contacts within the account hierarchy will be shown.
|
| sn_bus_loc.int_bus_loc.onboard_location_manager_as_contributor | Assign the sn_customerservice.svc_location_manager_contributor role to the internal business location managers when the system property is set to true. When set to
false, the internal business location managers are assigned the sn_customerservice.svc_location_manager role.
|
| enable_account_address_sharing | Enable an existing address to be associated with multiple accounts. The associations are present in the account_address_relationship table. Setting the property back to false once set to true leads to
inappropriate behavior for account address data.
|
| sn_customerservice.create_case.description_enable_html_editor | Enable the flag to add description by using the HTML editor on the Create Case form page.
|
| sn_customerservice.emails.customportal | Base URL for custom portals.
|
| sn_query_rules.number_of_nq_ops_zing_search_supports | Defines the number of query rules that must be applied to filter the data.
|
| sn_customerservice.consumer_max_new_cases_daily | Defines the maximum number of new cases that a consumer can create in a day.
Note: This restriction only applies to an external unified consumer. |
| sn_customerservice.consumer_max_comments_per_case_daily | Defines the maximum number of comments that a consumer can add for a case in a day.
Note: This restriction only applies to an external unified consumer. |
| sn_customerservice.consumer_max_attachments_per_record | Defines the maximum number of attachments that a consumer can attach to a record.
Note: This restriction only applies to an external unified consumer. |
| sn_cs_queryrules.use_query_rules | Rules or filters from the sn_query_rule table to determine read access to customer service management-related tables for the logged-in users through query business rules and READ ACLs when the system property is set to True. When set to False, rules or filters from the CSMQueryBRUtilOOBConstants and its extensions are used.
|
| sn_customerservice.advanced_entitlements | This property displays or hides the Case Entitlements related list for case records.
If true:
If false:
|