Properties installed with Customer Service Management

• Type: true \| false
• Default value:false
• Location: System Property [sys_properties] table

• Type: string
• Default value: none
• Location: System Property [sys_properties] table

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.

• Type: string
• Default value: none
• Location: System Property [sys_properties] table

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.

Enables the Case Type Selector for cases created from the following records:

• Interaction
• Account
• Contact
• Consumer
• Sold Product
• Install Base Item
• Related lists: child case, case task
• List view

• Case task list view

• Type: true \| false

• Default value: true

Note: The sn_csm_case_types.enable_service_selector property is set to true for zBoot customers, and can be enabled for upgrade customers.

• Location: System Property [sys_properties] table

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}

• Type: string
• Default value: none
• Location: Customer Service > Administration > Properties

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.

• Type: true \| false
• Default value: true
• Location: System Property [sys_properties] table

Defines the maximum number of new cases that a consumer can create in a day.- Type: integer - Default value: 10 - Location: Customer Service > Administration > Properties

Note: This restriction only applies to an external unified consumer.

Defines the maximum number of comments that a consumer can add for a case in a day.- Type: integer - Default value: 25 - Location: Customer Service > Administration > Properties

Note: This restriction only applies to an external unified consumer.

Defines the maximum number of attachments that a consumer can attach to a record.- Type: integer - Default value: 5 - Location: Customer Service > Administration > Properties

Note: This restriction only applies to an external unified consumer.

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.

• Type: true \| false
• Default value: true
• Location: Customer Service > Administration > Properties

This property displays or hides the Case Entitlements related list for case records.- Type: true \| false - Default value: false - Location: Customer Service > Administration > Properties

If true:

• The Case Entitlements related list is visible on the Case form.
• The Entitlement field on the Case form is hidden.

If false:

• The Entitlement field is visible on the Case form.
• The Case Entitlements related list is hidden on the Case form.