{"revision":"c10276e953456835cdbb1f3a60d58ae1980be353","document":{"id":7131,"path":"customer-service-management/r_PropInstallWcustServ.md","title":"Properties installed with Customer Service Management","bundle":null,"doc_type":null,"release":"australia","body":"\n# Properties installed with Customer Service Management\n\nProperties are added with the activation of the Customer Service Management application.\n\nTo 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.\n\nYou can also navigate to **Customer Service** > **Administration** > **Properties** to view a list of the most frequently used properties that you can configure for Customer Service Management.\n\nThe following table lists the properties that are used for Customer Service Management.\n\n\n
\n\nProperty\n\n\n\nDescription\n\n
\n\nglide.cs.email.case\\_queue\\_address\n\n\n\nEmail case queue address.- **Type**: string\n- **Default value**: none\n- **Location**: **Customer Service** > **Administration** > **Properties**\n\n
\n\nglide.cs.email.new\\_case\\_prefix\n\n\n\nEmail subject prefix format for new case. - **Type**: string\n- **Default value**: Case:\n- **Location**: **Customer Service** > **Administration** > **Properties**\n\n
\n\nsn\\_customerservice.email.create\\_case\\_for\\_non\\_matched\\_user\n\n\n\nCreate case for non-matched user.- **Type**: true \\| false\n- **Default value**: false\n- **Location**: **Customer Service** > **Administration** > **Properties**\n\n
\n\nglide.cs.company\\_name\n\n\n\nYour company name.- **Type**: string\n- **Default value**: none\n- **Location**: System Property \\[sys\\_properties\\] table\n\n
\n\nglide.ui.activity.email\\_roles\n\n\n\nRoles that can view the mail in the Activity formatter when including \"Sent/Received Emails.- **Type**: string\n- **Default value**: itil, sn\\_customerservice\\_agent, sn\\_esm\\_location\\_agent, sn\\_esm\\_agent, sn\\_csm\\_ocs.ext\\_agent, sn\\_customerservice.case\\_task\\_agent, sn\\_customerservice.relationship\\_agent, sn\\_customerservice.case\\_contributor\\_creator\n- **Location**: System Property \\[sys\\_properties\\] table\n\n
\n\nglide.ui.sn\\_customerservice\\_case\\_activity.fields\n\n\n\nCase activity formatter fields.- **Type**: string\n- **Default value**: assigned\\_to,asset, product, state, priority, short\\_description, comments, entitlement, contract, \\*Email\\*,work\\_notes\n- **Location**: System Property \\[sys\\_properties\\] table\n\n
\n\nsn\\_customerservice.FTS\\_flag\\_enabled\n\n\n\nEnable the follow the sun flag on the Customer Service Case form.- Type: true \\| false\n- Default value: false\n\n
\n\nsn\\_customerservice.glide.script.block.client.globals\n\n\n\n- **Type**: true \\| false\n- **Default value**:false\n- **Location**: System Property \\[sys\\_properties\\] table\n\n
\n\nsn\\_customerservice.shn\\_asset\n\n\n\nSpecial Handling Notes for assets.- **Type**: true \\| false\n- **Default value**: false\n- **Location**: **Special Handling Notes** > **Properties**\n\n
\n\nsn\\_customerservice.shn\\_contact\n\n\n\nSpecial Handling Notes for contacts.- **Type**: true \\| false\n- **Default value**: false\n- **Location**: **Special Handling Notes** > **Properties**\n\n
\n\nsn\\_customerservice.shn\\_product\n\n\n\nSpecial Handling Notes for products.- **Type**: true \\| false\n- **Default value**: false\n- **Location**: **Special Handling Notes** > **Properties**\n\n
\n\nsn\\_customerservice.shn\\_account\n\n\n\nSpecial Handling Notes for accounts.- **Type**: true \\| false\n- **Default value**: false\n- **Location**: **Special Handling Notes** > **Properties**\n\n
\n\nsn\\_customerservice.shn\\_case\n\n\n\nSpecial Handling Notes for cases.- **Type**: true \\| false\n- **Default value**: false\n- **Location**: **Special Handling Notes** > **Properties**\n\n
\n\nsn\\_customerservice.portal.chat\\_queue\n\n\n\n- **Type**: string\n- **Default value**: none\n- **Location**: System Property \\[sys\\_properties\\] table\n\n
\n\ncsm.captcha.google.enabled\n\n\n\nEnable the Google Captcha tool on the customer portal self-service portal self-registration form.- **Type**: true \\| false\n- **Default value**: true\n- **Location**: System Property \\[sys\\_properties\\] table\n\n
\n\nsn\\_customerservice.use\\_asset\\_contact\\_relationship\n\n\n\nRestrict assets that are based on the contacts assigned to the assets.- **Type**: true \\| false\n- **Default value**: false\n- **Location**: **Customer Service** > **Administration** > **Properties**\n\n
\n\nsn\\_customerservice.account\\_relationship\\_access\\_roles\n\n\n\nRoles that need to be shown in the reference qualifier for the Account Relationship Access table \\[sn\\_customerservice\\_account\\_relationship\\_access\\]. - **Type**: string\n- **Default value**: none\n- **Location**: **Customer Service** > **Administration** > **Properties**\n\n
\n\nsn\\_customerservice.contact\\_role\\_assignment\n\n\n\nExternal 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. - **Type**: string\n- **Default value**: sn\\_customerservice.partner\\_admin, sn\\_customerservice.partner,sn\\_customerservice.customer\\_admin, sn\\_customerservice.customer\n- **Location**: **Customer Service** > **Administration** > **Properties**\n\n
\n\nsn\\_customerservice.registration\\_workflow\\_id\n\n\n\nDefault registration workflow sys\\_id.- **Type**: string\n- **Default value**: 9b6cf2dac31302003a657bfaa2d3aee8\n- **Location**: System Property \\[sys\\_properties\\] table\n\n
\n\nsn\\_customerservice.consumer\\_max\\_products\n\n\n\nMaximum registered products per consumer. - **Type**: integer\n- **Default value**: 25\n- **Location**: **Customer Service** > **Administration** > **Properties**\n\n
\n\ncom.snc.cs\\_base.last.generated.code.tree.path\n\n\n\nProperty 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](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/set-csm-account-code-property.md) for more details.\n\n - **Type**: string\n- **Default value**: none\n- **Location**: System Property \\[sys\\_properties\\] table\n\n**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.\n\n
\n\nsn\\_customerservice.enable\\_knowledge\\_kcs\n\n\n\nKnowledge Centered Services \\(KCS\\) for Customer Services Management.- **Type**: true \\| false\n- **Default value**: false\n- **Location**: **Customer Service** > **Administration** > **Properties**\n\n
\n\nskills\\_management.migration\n\n\n\nList 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. - **Type**: choice list\n- **Default value**: wm\\_task,customerservice\\_case,wm\\_order\n- **Location**: System Property \\[sys\\_properties\\] table\n\n
\n\nsn\\_customerservice.rest.api.case\\_sla\\_async\n\n\n\nEnable asynchronous processing of SLAs while creating a case using a REST API.- **Type**: true \\| false\n- **Default value**: false\n- **Location**: **Customer Service** > **Administration** > **Properties**\n\n
\n\ncom.snc.skills\\_management.task\\_skill\\_migrated\\_tables\n\n\n\nList 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. - **Type**: choice list\n- **Default value**: none\n- **Location**: System Property \\[sys\\_properties\\] table\n\n
\n\nsn\\_customerservice.case\\_fields\\_to\\_sync\n\n\n\nComma-separated list of fields that synchronize from parent case to child cases.- **Type**: string\n- **Default value**: priority,state,comments,work\\_notes, close\\_notes, resolution\\_code\n- **Location**: **Customer Service** > **Administration** > **Properties**\n\n
\n\nsn\\_customerservice.parent\\_child\\_case\\_sync\n\n\n\nSynchronize fields from parent to child cases.- **Type**: true \\| false\n- **Default value**: false\n- **Location**: **Customer Service** > **Administration** > **Properties**\n\n
\n\nsn\\_customerservice.parent\\_child\\_case\\_sla\\_async\n\n\n\nProcesses SLA asynchronously during parent to child case creation and synchronization.- **Type**: true \\| false\n- **Default value**: true\n- **Location**: System Property \\[sys\\_properties\\] table\n\n
\n\nsn\\_csm\\_case\\_types.enable\\_service\\_selector\n\n\n\nEnables the Case Type Selector for cases created from the following records:\n\n- Interaction\n- Account\n- Contact\n- Consumer\n- Sold Product\n- Install Base Item\n- Related lists: child case, case task\n- List view\n- Case task list view\n\n - **Type**: true \\| false\n- **Default value**: true\n\n**Note:** The `sn_csm_case_types.enable_service_selector` property is set to true for zBoot customers, and can be enabled for upgrade customers.\n\n- **Location**: System Property \\[sys\\_properties\\] table\n\n
\n\nglide.ui.sn\\_customerservice\\_escalation\\_activity.fields\n\n\n\nEscalation activity formatter fields.- **Type**: true \\| false\n- **Default value**: false\n- **Location**: System Property \\[sys\\_properties\\] table\n\n
\n\nsn\\_customerservice.kcs.enable\\_template\\_on\\_case\\_workspace\n\n\n\nEnables creation of knowledge articles by using a knowledge article template from a customer service case in Agent Workspace.- **Type**: true \\| false\n- **Default value**: false\n- **Location**: System Property \\[sys\\_properties\\] table\n\n
\n\nsn\\_customerservice.case.autoresponder.enable\n\n\n\nEnables sending content as recommendations for closing a case by using the Auto-Responder feature.- **Type**: true \\| false\n- **Default value**: false\n- **Location**: **Customer Service** > **Administration** > **Properties**\n\n
\n\nsn\\_customerservice.case.autoresponder.customportal\n\n\n\nCustom 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\\}\n\n - **Type**: string\n- **Default value**: none\n- **Location**: **Customer Service** > **Administration** > **Properties**\n\n
\n\nsn\\_customerservice.contact\\_relationship.restrict\\_within\\_account\\_hierarchy\n\n\n\nCreate 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.\n\n - **Type**: true \\| false\n- **Default value**: true\n- **Location**: System Property \\[sys\\_properties\\] table\n\n
\n\nsn\\_bus\\_loc.int\\_bus\\_loc.onboard\\_location\\_manager\\_as\\_contributor\n\n\n\nAssign 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.- **Type**: true \\| false\n- **Default value**: true\n- **Location**: System Property \\[sys\\_properties\\] table\n\n
\n\nenable\\_account\\_address\\_sharing\n\n\n\nEnable 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.- **Type**: true\\| false\n- **Default value**: true\n- **Location**: System Property \\[sys\\_properties\\] table\n\n
\n\nsn\\_customerservice.create\\_case.description\\_enable\\_html\\_editor\n\n\n\nEnable the flag to add description by using the HTML editor on the Create Case form page.- **Type**: true \\| false\n- **Default value**: true\n- **Location**: System Property \\[sys\\_properties\\] table\n\n
\n\nsn\\_customerservice.emails.customportal\n\n\n\nBase URL for custom portals.- **Type**: string\n- **Default value**: none\n- **Location**: System Property \\[sys\\_properties\\] table\n\n
\n\nsn\\_query\\_rules.number\\_of\\_nq\\_ops\\_zing\\_search\\_supports\n\n\n\nDefines the number of query rules that must be applied to filter the data.- **Type**: string\n- **Default value**: 10\n\n
\n\nsn\\_customerservice.consumer\\_max\\_new\\_cases\\_daily\n\n\n\nDefines the maximum number of new cases that a consumer can create in a day.- **Type**: integer\n- **Default value**: 10\n- **Location**: **Customer Service** > **Administration** > **Properties**\n\n**Note:** This restriction only applies to an external unified consumer.\n\n
\n\nsn\\_customerservice.consumer\\_max\\_comments\\_per\\_case\\_daily\n\n\n\nDefines the maximum number of comments that a consumer can add for a case in a day.- **Type**: integer\n- **Default value**: 25\n- **Location**: **Customer Service** > **Administration** > **Properties**\n\n**Note:** This restriction only applies to an external unified consumer.\n\n
\n\nsn\\_customerservice.consumer\\_max\\_attachments\\_per\\_record\n\n\n\nDefines the maximum number of attachments that a consumer can attach to a record.- **Type**: integer\n- **Default value**: 5\n- **Location**: **Customer Service** > **Administration** > **Properties**\n\n**Note:** This restriction only applies to an external unified consumer.\n\n
\n\nsn\\_cs\\_queryrules.use\\_query\\_rules\n\n\n\nRules 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.\n\n - **Type**: true \\| false\n- **Default value**: true\n- **Location**: **Customer Service** > **Administration** > **Properties**\n\n
\n\nsn\\_customerservice.advanced\\_entitlements\n\n\n\nThis property displays or hides the Case Entitlements related list for case records.- **Type**: true \\| false\n- **Default value**: false\n- **Location**: **Customer Service** > **Administration** > **Properties**\n\nIf **true**:\n\n- The Case Entitlements related list is visible on the Case form.\n- The **Entitlement** field on the Case form is hidden.\n\nIf **false**:\n\n- The **Entitlement** field is visible on the Case form.\n- The Case Entitlements related list is hidden on the Case form.\n\n
**Parent Topic:**[Components installed with Customer Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/r_InstalledWithCustomerService.md)\n\n"}}