SN System Properties Reference
Category · 316 properties

ServiceNow Customer Service & Field Service properties

These properties configure aspects of Customer Service and Field Service, including assignment workbench behavior, agent availability, task and skill matching, and chat. Names such as assignment_workbench.task_skill_limit and com.glide.awa.set_logged_out_agent_offline can help identify relevant settings when an administrator or developer is configuring or troubleshooting agent assignment, work status, or chat behavior.

Most common namespaces: com.glide 90 work 45 Other namespaces 28 sn_customerservice 17 com.snc 16 glide.geolocation 12

assignment_workbench.find.agents.title This property defines the text displayed on the macro button used to find agents within the assignment workbench.
assignment_workbench.new.window When set to true, this property opens the assignment workbench in a separate window, facilitating easier access and multitasking for agents.
assignment_workbench.task_skill_limit This property restricts the number of skills that can be associated with a task, helping to streamline task assignments and management.
assignment_workbench_no_of_agents This property configures the maximum number of agents shown on each page of the assignment workbench, impacting performance and usability.
com.glide.awa.long_running_transaction_check_interval This property defines the interval for checking long running transactions in a user's session after specific actions in the AWA Inbox, enhancing performance monitoring.
com.glide.awa.set_logged_out_agent_offline When set to true, this property activates the event that marks logged out agents as offline, impacting agent availability tracking.
com.glide.awa.warn_blocked_audio It triggers a popup notification for agents to enable audio playback in their browser when audio is blocked in the workspace inbox.
com.glide.chat.api_version This property specifies the API version used for the UDM flow in Agent Chat, impacting how chat interactions are processed.
com.glide.cs.agent_transfer_msg It configures the notification message displayed to users when an agent leaves a chat session because of a queue transfer, allowing for personalization with the agent's name.
com.glide.cs.aia.default_agent_persona This property sets the default communication style for agents, promoting professionalism and clarity in their interactions.
com.glide.cs.async.session.props This property configures a list of values that are added to the conversation context during asynchronous sessions, enhancing the context available for processing.
com.glide.cs.auto_resolution.reprocess_event_time_window It limits the reprocessing of errored IAR events to those created within the last 300 seconds, ensuring that only recent issues are addressed.
com.glide.cs.auto_resolution.simulation.continue_on_batch_error It configures the auto-resolution simulation to either proceed or stop when a batch error occurs, influencing the overall simulation outcome.
com.glide.cs.b2b.sys_id This property retrieves the sys_id for the Bot to Bot messaging channel, influencing how timeouts are handled in messaging interactions.
com.glide.cs.b2b_conversation_idle_timeout This property configures the idle timeout period for B2B conversations, defaulting to 3600 seconds.
com.glide.cs.branding.agent_bubble_font_color This property defines the color of the font used in agent chat bubbles, impacting the visual appearance of chat interactions.
com.glide.cs.branding.bg_color This property defines the background color of chat windows, allowing customization to match organizational branding or user preferences.
com.glide.cs.branding.header_bg_color This property defines the color used for the chat header background, impacting the visual appearance of chat interactions.
com.glide.cs.branding.header_label This property sets the header label for the chat interface, allowing for branding customization.
com.glide.cs.branding.support_email This property configures the support email address used for customer inquiries within the ServiceNow platform.
com.glide.cs.branding.support_hours This property specifies the support hours as a string, with a default value of 'M-F 9-5 PST'.
com.glide.cs.branding.support_hours_label This property sets the text label for support hours shown in the chat feature, impacting user communication.
com.glide.cs.branding.support_phone This property sets the support phone number shown to users, impacting how they reach out for assistance.
com.glide.cs.branding.type_presence_delay It configures the delay time in milliseconds before the typing animation appears, enhancing the visual feedback during user interactions.
com.glide.cs.cache.topic_type.enabled This property enables or disables the caching of topic types to prevent unpredictable behavior associated with cache usage.
com.glide.cs.cached_agent_availability_life_time This property sets the time limit for how long the chat client can rely on cached agent availability data before refreshing it.
com.glide.cs.callback.enabled This property controls the activation of the Voice Callback feature, allowing users to opt for a callback instead of being placed on hold.
com.glide.cs.chat_agent_entered_message It configures the message shown to users when a live agent accepts a chat request.
com.glide.cs.chat_conversation_translating_message This property configures the message displayed when a chat conversation is being translated for the user.
com.glide.cs.chat_disconnect_timeout This property determines the timeout period for reconnecting a guest chat after disconnection, allowing for a seamless user experience if the connection is restored in time.
com.glide.cs.clear_conv_end_after_agent This property, when enabled, clears conversation endings following an agent's response, impacting how conversation history is stored and displayed.
com.glide.cs.collab.enable_link_unfurling This property enables or disables the display of link previews in collaboration chats, enhancing the user experience by providing context for shared links.
com.glide.cs.collab.enable_multi_chats This property determines whether multiple chat sessions can be initiated simultaneously in the Omni-Experience Standard Feature Set.
com.glide.cs.collab.enabled This property controls the availability of collaborative chat, allowing users to communicate in real-time when enabled.
com.glide.cs.collab.event_queue.enabled This property activates the event queue functionality specifically for tracking unread message counts in Sidebar chat.
com.glide.cs.collab.notify_all_members This boolean property controls the sending of notifications to all members in a collaboration team, with a default setting of true.
com.glide.cs.collab.teams.chat.limit This property configures the upper limit for participants in teams chat, impacting how many users can engage simultaneously.
com.glide.cs.conversation.start_over_message It configures the message shown to users when they choose to start a conversation from the beginning, enhancing user experience.
com.glide.cs.conversation_ended_msg It configures the text displayed to users at the end of a conversation, helping to manage user expectations and provide next steps.
com.glide.cs.conversation_history.enabled This property enables the display of a requester's conversation history to agents in real-time during support interactions.
com.glide.cs.conversation_history.number_of_past_interactions_to_display It sets the maximum number of closed interactions to display in the conversation history, allowing values between 1 and 25.
com.glide.cs.conversation_history_cross_channel.enabled It allows agents to view a requester's conversation history across different channels during live interactions, facilitating better-informed responses.
com.glide.cs.conversation_idle_timeout.interaction_state_correction.enabled This property enables or disables the correction of interaction states for idle conversations, affecting how the system handles inactive sessions.
com.glide.cs.end_chat_msg This property sets the text shown to users when they choose to end a live chat, helping to guide them through the process.
com.glide.cs.event_manager.enabled This property enables or disables the EventManager class, which is scheduled for removal, ensuring that any necessary functionality remains available if needed.
com.glide.cs.exclude.liveagent.support This property excludes designated channels from utilizing live agent support, ensuring that interactions are managed solely by automated systems.
com.glide.cs.external.agent.chat.enabled This property configures the instance to allow external live agent chat, enhancing user support capabilities.
com.glide.cs.facebook_messenger_idle_timeout This property configures the idle timeout period for Virtual Agent conversations in the Facebook Messenger app, allowing administrators to specify how long abandoned conversations stay open.
com.glide.cs.general.chat_survey_verification_message This property defines the message displayed to users for verifying the accuracy of their survey responses in chat interactions.
com.glide.cs.general.closing_message It sets the message shown to users when a support chat session concludes, enhancing user experience and communication.
com.glide.cs.general.live_agent_handoff_error_message It specifies the message shown to users when they attempt to connect with a live agent who is not currently available.
com.glide.cs.general.live_agent_handoff_message It configures the text shown to users during the handoff to a live agent, impacting user experience during support interactions.
com.glide.cs.general.msg_delay This property previously controlled the delay for messages but is now obsolete, with its functionality replaced by a related property.
com.glide.cs.general.support_hours This property specifies the operational hours for support services, impacting when users can expect responses.
com.glide.cs.general.support_phone It configures the phone number that users can call for general support inquiries.
com.glide.cs.general.waiting_for_live_agent_message This property sets the text shown to users during the waiting period for a live agent, influencing user experience and expectations.
com.glide.cs.guest_session_resumable This property determines whether guest chat sessions can be resumed after being interrupted, enhancing user experience during chat interactions.
com.glide.cs.idle_chat_cancel_timeout This property defines the timeout period for canceling idle chats, ensuring that chats do not remain open indefinitely.
com.glide.cs.idle_chat_reminder_message This property specifies the timeout reminder message displayed to users in chat sessions, helping to maintain user interaction.
com.glide.cs.idle_chat_reminder_timeout This property defines the timeout period for displaying an idle chat reminder message, ensuring timely prompts for user responses.
com.glide.cs.live_agent_not_configured It configures the default output message for users when live agents are not available in the context profile.
com.glide.cs.live_agent_queue This property specifies the chat queue that users are transferred to when a conversation moves from a virtual agent to a live agent, unless a specific queue is designated for the topic.
com.glide.cs.live_agent_system_topic_id It defines the unique identifier for the live agent support topic within the ServiceNow platform.
com.glide.cs.max_wait_system_topic_id It defines the unique identifier for the _max_wait_topic_, impacting how wait times are managed in customer service scenarios.
com.glide.cs.message_batching_size_limit This property defines the queue length threshold for the message batcher, triggering a flush when the limit is reached.
com.glide.cs.message_batching_time_limit This property defines the maximum duration for which messages can remain in the batcher queue before being processed.
com.glide.cs.multiple_conversations_per_consumer_channels It specifies which channels can support multiple conversations per consumer account, but is now obsolete due to a new implementation.
com.glide.cs.nass.prechat.enabled This property determines whether pre-chat surveys are enabled for the Now Assist chat client, impacting how users interact before connecting with live agents.
com.glide.cs.notification_newuser_webclient This property allows the system to send notifications to new users, facilitating their onboarding experience.
com.glide.cs.offglide.excluded_messages This property defines a list of system messages that will not be published to users in off-glide chat sessions, affecting user communication.
com.glide.cs.offglide.published_message_types It defines which action message types are published to off-glide chat requesters, impacting user communication.
com.glide.cs.on_error_connect_to_agent When enabled, this property redirects conversations that encounter errors to a different Live Agent for resolution.
com.glide.cs.portal_url_mapping._default._default This property previously defined a default URL mapping for portal records, but it is now obsolete.
com.glide.cs.portal_url_mapping.csm._default This property specifies the default URL format for accessing CSM records, including parameters for table name and record ID.
com.glide.cs.portal_url_mapping.csm.sn_customerservice_case It specifies the URL structure used to access customer service case records in the portal, impacting how users interact with case data.
com.glide.cs.portal_url_mapping.csm.wm_order This property specifies the URL format for linking to WM Order records within the CSM application.
com.glide.cs.portal_url_mapping.csp.sn_customerservice_case This property specifies the URL structure used to access Customer Service Case records in the CSP portal, impacting how users interact with case details.
com.glide.cs.portal_url_mapping.csp.wm_order This property specifies the URL format for WM Order records in the CSM portal, allowing for direct access via a structured link.
com.glide.cs.profanity.filter.inline_message This property configures the inline message displayed when a profane message is blocked in a conversation.
com.glide.cs.rich_converter_case_html It configures the HTML layout for case information, affecting how data is visually represented in the ServiceNow platform.
com.glide.cs.sensitive.data.agent_message It configures the message shown to agents regarding the masking of sensitive data received from requesters, helping to uphold privacy standards.
com.glide.cs.show_pending_notifications_prompt It controls the visibility of pending notifications following the end of a conversation, enhancing user awareness of outstanding messages.
com.glide.cs.start_idle_timeout_after_agent_response This property controls the initiation of the inactivity timer based on agent responses, allowing for more flexible chat management.
com.glide.cs.sync_messages.read_status_frequency It determines how often the webclient checks for and updates the status of read messages, impacting real-time communication efficiency.
com.glide.cs.to This property specifies the connection point for live agent interactions within the conversational interface, impacting how users are transferred to human support.
com.glide.cs.transfer_to_queue_msg It configures the message displayed to users when an agent transfers a conversation, allowing for an optional substitution of the queue name.
com.glide.cs.unlink_account.confirmation_message This property specifies the confirmation message displayed to users when they initiate the unlinking of their ServiceNow account.
com.glide.cs.unlinking_account.message This property sets the notification message shown to users after they unlink their ServiceNow account, with a default value indicating successful unlinking.
com.glide.cs.upload.attachment.to.interaction This property enables or disables the tagging of user-uploaded images with interaction metadata, affecting how these images are tracked within the system.
com.glide.cs.verify_messages_processable This property ensures that inbound messages are processed only under specific conditions, enhancing the control over message handling.
com.glide.cs.web_client.fetchUnreadInterval This property specifies the time interval for the system to check for unread message counts, with a default of 10 seconds.
com.glide.cs.whatsapp_idle_timeout This property configures the timeout period for idle WhatsApp conversations, allowing administrators to specify how long these conversations remain active after the last user response.
com.glide.interaction.autocreate_relationships This property determines whether Interaction Related Records are automatically created when Tasks or Knowledge Articles are managed in the Interaction tab.
com.glide.interaction.max_wrapup_duration This property defines the maximum allowable time for completing interaction wrap-up tasks, influencing how long users can take to finalize interactions.
com.snc.actsub.core.disable_plugin This property, when set to true, prevents the creation of activities and their associated fanout tasks, impacting task management workflows.
com.snc.cs.demo.lastdatesupdate This property configures the date format used for updating customer service demo data, impacting how dates are displayed and processed.
com.snc.cs_base.last.generated.code.tree.path This property maintains the last used account code value, which is utilized to generate unique codes for new customer accounts in the system.
com.snc.dynamic.scheduling.bundle_before_scheduling It configures the system to run dynamic bundling before executing dynamic scheduling, impacting how tasks are grouped and assigned to agents.
com.snc.dynamic.scheduling.ignoreAgentTravelTimeDuringScheduling When enabled, this property prevents the calculation of travel time for agents, allowing for more flexible and efficient task assignments based on agent availability and ranking.
com.snc.dynamic.scheduling.maxtasks This property limits the number of tasks that users can select simultaneously for dynamic scheduling, impacting how efficiently tasks are processed.
com.snc.dynamic.scheduling.optimize_travel_time_rating It determines how travel time is factored into the optimization rating for agents' work blocks, influencing task assignment efficiency.
com.snc.dynamic.scheduling.orderTaskInScheduledJob This property configures the task ordering behavior in the 'Process Dynamic Schedule Auto Assignment' scheduled job based on defined task ordering rules.
com.snc.dynamic.scheduling.showlogs This property allows system administrators to view detailed debug logs related to agent recommendations in the Confirm Assignment pop-up window.
com.snc.dynamic.scheduling.useWorkScheduleOnly It configures Dynamic Scheduling to consider only work schedules when assigning tasks, enhancing scheduling accuracy and efficiency.
com.snc.fs.demo.lastdatesupdate This property configures the date format for updating FS demo data, impacting how dates are displayed and processed.
com.snc.on_call_rotation.calendar_span.max_time_off_days This property defines the upper limit for time off days in on-call rotations, impacting how far in advance schedules can be planned.
com.snc.on_call_rotation.catch_all_wait_time This property defines the response wait time for users during catch-all escalations, impacting how quickly issues are addressed.
com.snc.on_call_rotation.pto.approval.required This property specifies if PTO requests require approval, impacting how time-off is processed within the on-call scheduling framework.
com.snc.skills_management.wm_task_migrate_skills This property configures the source table for the Skill criterion in Dispatcher Workspace, allowing for either Task Skills or the task table to be used for filtering.
com.snc.wm.wo.task_window_days It defines the default duration in days for scheduling tasks, influencing the estimated end date based on agent or crew availability.
connect.support.conversation_limit This property defines the limit on concurrent support conversations for individual agents, with -1 indicating no limit.
connect.support.guest_sessions_rate_limit_reached_message It sets the notification message shown on the Consumer Service Portal when guest users exceed the allowed number of chat requests.
connect.support.idle.count_down This property determines how long the idle countdown timer remains active before marking the end-user as having left their support session.
connect.support.idle.delay It sets the inactivity duration in seconds before an idle countdown timer appears for users in support conversations, with a default of 120 seconds.
connect.support.max_guest_sessions_per_hour This property sets a cap on the maximum number of guest chat requests allowed in an hour, helping to control server load and user experience.
connect.support.redirect This property allows the chat support feature to be displayed within the frameset of the application, improving user experience.
connect.support.show_agent_avatar This property controls the visibility of the agent's avatar in support conversations, impacting user experience and engagement.
connect.support.user.closed.conversation_limit This property limits the number of closed conversations displayed in a support user's history, with a value of 0 allowing unlimited visibility.
create_case.description.enable_html_editor This property enables or disables the HTML editor for case descriptions, affecting how users can format their input on the Create Case form.
csm.captcha.google.enabled This property enables or disables the Google Captcha tool specifically for the portal self-registration form.
enable_account_address_sharing This property enables the association of addresses with multiple accounts, facilitating enhanced address management within the system.
glide.awa.affinity_history.max_days This property limits the duration, in days, for which agent affinity history is considered during evaluations, impacting how affinity is calculated.
glide.awa.after_timeout_presence.enabled This property enables or disables the update of an agent's presence state according to assignment rules when a timeout happens.
glide.awa.agent_affinity.enabled This property controls the agent affinity feature in assignment workflows, impacting how tasks are distributed among agents.
glide.awa.assignment.assignment_group_overwrite This property determines whether the assignment group can be overwritten upon acceptance of a work item, affecting how assignments are managed.
glide.awa.assignment.parallelization This property determines whether Advanced Work Assignment uses all nodes for work item offers, improving the speed of agent notifications and work item processing.
glide.awa.bypass_max_wait_time.enabled It allows work items to remain visible in an agent's inbox by using the assignment rule timeout instead of the queue's maximum wait time.
glide.awa.enabled This property enables or disables the Advanced Work Assignment feature for users, affecting how work items are assigned within the system.
glide.awa.filter_by_awa_skill This property allows the system to utilize the awa_skill table, enhancing the performance of agent skill mapping queries by leveraging cached references to cmn_skill.
glide.awa.manual_assignment_message This property allows customization of the confirmation message shown to agents upon manual assignment of work items, enhancing clarity and communication.
glide.awa.openframe.dial_on_accept This property determines whether phone numbers are dialed automatically upon accepting outgoing work items.
glide.connect.support.add_members Enabling this property permits support agents to add additional users to ongoing support conversations, enhancing communication and collaboration.
glide.connect.support.enabled This property determines whether Connect Support is active, affecting how users interact with support chat features in the ServiceNow platform.
glide.connect.support.reflect_system_messages This property enables or disables the reflection of system messages in support chat records, impacting how information is logged during support interactions.
glide.cs.company_name It configures the company name used in customer service applications, affecting how users perceive the organization.
glide.cs.email.case_queue_address This property defines the email address that triggers the creation of a customer service case upon receiving an email.
glide.cs.email.new_case_prefix It specifies the prefix added to the subject line of incoming emails that trigger the creation of new customer service cases.
glide.cs.last_client_activity_time.threshold.secs This property defines the time in seconds during which the last_client_activity_time is not updated for subsequent messages in a session, with a default of 30 seconds.
glide.cs.modify_da_confirmation_message This property sets the confirmation message format for value modifications in dialog act predictions, ensuring users confirm their changes.
glide.cs.retry_question_message This property sets the confirmation message format for entity value verification, allowing customization of user prompts during interactions.
glide.geolocation.allow.toll.roads It allows the system to include toll roads when auto-routing or optimizing routes for agents, enhancing travel efficiency.
glide.geolocation.default.start.time It defines the starting time for agents' tasks in a 24-hour format when no other schedule is provided.
glide.geolocation.evening.rush.hours This property specifies the evening rush hour span, formatted as a time range, which is essential for optimizing task routing based on traffic conditions.
glide.geolocation.history.cleanup This property determines how long geolocation history records are kept in the system, with a default retention period of 30 days.
glide.geolocation.map.merge.task.agent.markers This property configures the merging of task and agent markers on geolocation maps into one distinct purple marker.
glide.geolocation.morning.rush.hours This property specifies the morning rush hour span, formatted as a range, which is essential for managing workflows and tasks during busy periods.
glide.geolocation.proximity It defines the distance in meters that an agent must travel to trigger a new location record, with a default setting of 500 meters.
glide.geolocation.proximity.location It defines the maximum allowable distance in meters for an agent's location to be considered valid for task assignments.
glide.geolocation.rush.travel.buffer It configures a percentage increase to travel times specifically during rush hours, impacting how schedules are calculated for agents.
glide.geolocation.tracking.frequency This property determines how frequently the system updates a user's geographic coordinates, with a default interval of 300 seconds.
glide.geolocation.travel.buffer It modifies travel time calculations by applying a percentage increase, allowing for more realistic scheduling and resource allocation.
glide.geolocation.work.spacing It configures the time buffer added between tasks to account for travel, impacting scheduling and resource allocation.
glide.live.chat_html_card_field_template It specifies the HTML template used to render individual fields in live chat cards, allowing for customization of field labels and values.
glide.live.chat_html_card_template This property specifies the HTML and CSS template used for rendering chat cards, affecting their layout and styling in the live chat interface.
glide.live_feed.message_poll_interval This property configures the frequency at which the system polls for new live messages, impacting real-time updates.
glide.live_feed.task_header_button This property controls whether a button for viewing the Collaboration document conversation or Live Feed Record Feed appears in task forms, contingent on the frameset view being enabled.
glide.messaging.reassign.enabled This property enables automatic reassignment of messaging conversations if the assigned agent's availability status is not set to 'Available'.
glide.ui.sn_customerservice_case_activity.fields This property specifies which fields are included in the case activity formatter, influencing the visibility of key case details.
glide.ui.sn_customerservice_escalation_activity.fields This property specifies which fields are shown in the escalation activity formatter for customer service cases, impacting how escalation details are presented.
glide.ui.sn_prm_partner_program_activity.fields This property determines which fields are visible in the Partner Program Activity section, impacting user interaction and data visibility.
glide.ui.sn_slm_case_activity.fields This property configures which fields appear in the Supplier Case activity formatter, affecting how case details are presented to users.
glide.ui.sn_slm_task_activity.fields This property specifies which fields are visible in the Supplier Task activity formatter, allowing for tailored user experiences.
google.maps.longitude This property defines the initial longitude coordinate for the map, affecting how the map is presented to users.
google.maps.max_items This property limits the number of items shown on the map to enhance usability and performance.
google.maps.table This property defines the database table that contains location data, including fields for name, longitude, and latitude, essential for map integration.
inactive.interaction.conversation.history.panel.enabled This property enables or disables the display of the conversation history panel for inactive interactions, affecting how users access previous discussions.
premium_chat_upgrade_enabled This property enables or disables the upgrade to premium chat for specific customer versions, impacting feature access during system upgrades.
reverse.matchingrule.entity.limit This property limits the number of tasks that can be processed by reverse matching rules, affecting how cases are matched to resources.
service.watch.use.legacy.view This boolean property determines whether the system uses the legacy service view as a fallback option.
sn_adv_apptmnt.distance_to_mark_proximity This property sets the integer value for the distance threshold used in proximity calculations for appointment slot recommendations.
sn_adv_apptmnt.show_recommended_slots This property controls whether recommended appointment slots are shown to users, impacting scheduling efficiency.
sn_agent_workspace.chat.enabled This property determines whether the chat panel is displayed in chat interaction tabs, enhancing user engagement and support.
sn_agent_workspace.interaction_queues.enabled This boolean property determines whether Interaction Queues are visible in the Agent Workspace, impacting how agents manage their tasks.
sn_apptmnt_booking.DisableLockingOnBRLevel It specifies a list of tables where appointment booking does not acquire locks, allowing for alternative locking mechanisms.
sn_apptmnt_booking.SingleConcurrentLockAppointmentConfigs It defines a list of tables that restrict appointment booking to a single lock per time slot, preventing concurrent bookings for those tables.
sn_apptmnt_booking.consider_remaining_hours_for_availability This boolean property configures the system to include or exclude remaining hours in daily availability calculations for appointment booking.
sn_apptmnt_booking.enforce_arrive_by_day_end_check When enabled, this property excludes appointment slots where the work duration exceeds the technician's available time, ensuring only feasible slots are displayed to customers.
sn_apptmnt_booking.fetch_next_available_slot This property enables or disables the automatic retrieval of the next available appointment slot in the booking interface.
sn_apptmnt_booking.return_unavailable_slots This property controls the visibility of unavailable appointment slots in the appointment booking interface, impacting how users perceive scheduling options.
sn_apptmnt_booking.use_task_activity_catalog This property allows querying of task activities based on appointments by utilizing the activity_catalog column.
sn_apptmnt_booking.use_unified_appt_widget This property activates the unified UI Calendar component for appointment booking, allowing for streamlined scheduling across different applications.
sn_channel_mgmt.channels_card_auto_refresh.enable This property controls the auto-refresh behavior of service channel cards, allowing it to be turned off if desired.
sn_communities.enable_csm_case_creation_from_question This property enables the 'Create Case' option on the Community Question widget and the 'Question to Case' option in the Community header menu.
sn_csm_case_types.case_type_single_field_select This property activates the single-select case type feature, allowing agents to create cases quickly by selecting a case type from a predefined list.
sn_csm_case_types.enable_service_selector This property determines whether the Case Type Selector is available for agents when creating cases in the Customer Service application.
sn_csm_case_types.service_definition_select This property activates the Product Service Select version of the case type selector, allowing agents to create cases based on selected products or services.
sn_csm_case_types.service_definition_select_count This property determines how many products and services are shown in the Product Service Select screen for case types, impacting user selection options.
sn_csm_pricing.auto_add_target_lines This property disables the automatic generation of derived pricing lines, requiring sellers to manually add and align these lines with source lines.
sn_customerservice.FTS_flag_enabled This property enables the follow the sun flag, facilitating case hand-offs for global follow-up in Customer Service.
sn_customerservice.advanced_entitlements This property controls whether agents can view and associate multiple entitlements to a case or if they are limited to a single entitlement.
sn_customerservice.case.autoresponder.customportal It specifies a custom URL that includes knowledge article parameters for use in auto-responder notifications within the Customer Service application.
sn_customerservice.case.autoresponder.enable This property activates the auto-responder feature that recommends knowledge articles based on the content of customer service cases, improving user support.
sn_customerservice.case.ml.language.detection.threshold It defines the minimum confidence level required for the system to successfully identify the language of a case.
sn_customerservice.case.mlpredictor.enable This property controls the activation of predictive intelligence features for case management in the Customer Service application.
sn_customerservice.case_draft_state_values This property stores a comma-separated list of values for the Draft state choice list in customer service cases, influencing how cases are categorized and managed.
sn_customerservice.case_fields_to_sync This property specifies a comma-separated list of fields that will be synchronized from a major case to its associated child cases, ensuring important details are maintained.
sn_customerservice.consumer.allowed_user_types This property defines the allowed user types for association with consumer records, impacting which users can be linked in the Customer Service Management application.
sn_customerservice.consumer_max_comments_per_case_daily This property limits the number of comments a consumer can submit for a single case within a 24-hour period, promoting efficient case management.
sn_customerservice.consumer_max_new_cases_daily It defines the maximum number of new cases that a consumer can submit in a single day, with a default value of 10.
sn_customerservice.consumer_max_products It defines the upper limit of products a single consumer can register, impacting how customer accounts are managed.
sn_customerservice.parent_child_ case_sync This property controls whether fields from parent cases are automatically synchronized to child cases within the Customer Service application.
sn_customerservice.parent_child_case_sla_async It enables asynchronous processing of SLAs when creating and synchronizing parent and child cases, improving performance and responsiveness in case management.
sn_customerservice.parent_child_case_sync This property synchronizes specified fields from a parent case to its child cases, facilitating data consistency in major issue management.
sn_customerservice.rest.api.case_sla_async This property allows SLAs to be processed asynchronously during case creation through the REST API, enhancing system efficiency.
sn_customerservice.use_asset_contact_relationship This property determines whether asset access is limited to contacts associated with those assets, providing a more controlled environment for asset management.
sn_cwf_wrkspc.glide.ai_record_activity.include_tables This property configures the specific tables that will have their activity recorded within the CSM and FSM Configurable Workspace Foundation, impacting data collection for analysis.
sn_eaai_csm.create_interaction_for_non_matched_user This boolean property determines whether email interactions can be created for users without matching records, facilitating broader communication tracking.
sn_eaai_csm.email.reroute.enabled When set to true, this property triggers rerouting of email interactions to available agents if the current agent is not available, improving customer service responsiveness.
sn_eaai_csm.period_for_reminders_to_customers_interaction It configures the delay in days for sending reminders to customers when their interaction is pending a response.
sn_eaai_csm.period_of_customer_inactivity_to_close_interactions It specifies the duration of inactivity in days after which customer interactions will be closed, defaulting to 5 days if set incorrectly.
sn_fsm.linear_assets_map_distance_unit This property configures the distance unit used in calculations for linear assets displayed on maps, affecting how distances are represented to users.
sn_fsm.linear_assets_map_initial_zoom This property configures the starting zoom level of the map for linear assets, affecting how much detail is visible when the map first loads.
sn_fsm.linear_assets_map_load_distance This property specifies the distance radius within which linear assets will appear on the map, enhancing visibility for users managing field service operations.
sn_fsm.linear_assets_map_max_zoom_level It limits the maximum auto-zoom level of Google Maps for linear assets, ensuring that users do not zoom in too closely when viewing service locations.
sn_fsm.linear_assets_map_type This property allows administrators to select the map type used for displaying linear assets, impacting how these assets are visualized on service location maps.
sn_fsm.set_schedule_lock_by_state It specifies the state in which work order tasks are locked, preventing their reassignment and exclusion from automated scheduling processes.
sn_fsm.track_work_at_affected_products This property determines whether work is tracked at the affected products level, impacting reporting and logging of related tasks.
sn_fsm.update_potential_assignment_groups This property enables the automatic calculation and population of potential assignment groups for work order tasks, enhancing efficiency in task management.
sn_fsm.use_wm_weekly_resource_span This property determines whether the system utilizes a weekly resource span for planning and scheduling purposes.
sn_fsm.wm_weekly_resource_span.number_of_weeks_in_future It configures the maximum number of weeks in the future for loading schedules and events, impacting how far ahead users can view their resources.
sn_fsm.wm_weekly_resource_span.number_of_weeks_in_past It specifies the number of weeks of past schedules and events to load, with a default value of 2 weeks.
sn_fsm_access_hour.Access Hour Level Limit This property defines the upper limit for access hours in the Field Service Management application, influencing scheduling and resource allocation.
sn_fsm_crew.allow.auto.creation.task.crews This property determines whether task crews are automatically created for field service operations, streamlining crew management.
sn_fsm_crew.crew.leader.skill This property configures the skill ID that designates a crew leader, impacting crew assignment and operational efficiency.
sn_fsm_crew.crew.require.all.mandatory.requirements This boolean property enforces the requirement that all mandatory criteria must be met before a crew can be created in the Field Service Crew Operations application.
sn_fsm_crew.default.duration.in.days.of.crew.member It defines the default number of days that a crew member is considered available for assignments, impacting resource planning and task scheduling.
sn_fsm_crew.work.management.allow.undersized.crew.taskassignment Enables task assignment to crews that are smaller than the required size, providing more options for dispatchers in managing workloads.
sn_fsm_customer_ex.work.management.cx.share_agent_details This boolean property determines whether agent details are shared with users in the Field Service Management application, impacting visibility and collaboration.
sn_fsm_customer_ex.work.management.cx.show_route_on_map This boolean property determines whether the route taken by an agent is shown on a map, affecting how travel is visualized in the Field Service Management application.
sn_fsm_disp_wrkspc.dispatcher_workspace.calendar_resources_page_size This property sets the minimum number of resources to load on the Dispatcher Workspace calendar, with a default of 15 and a maximum of 100.
sn_fsm_disp_wrkspc.dispatcher_workspace.show_advanced_resource_filter It activates the advanced resource filter feature, allowing dispatchers to create tailored filters for agents and crews within Dispatcher Workspace.
sn_fsm_mktplace.maximum_number_of_contractors This property sets the limit on the number of contractors that can be retrieved and shown in response to a Marketplace request, with a range from 1 to 100.
sn_fsm_mktplace.use_playbook_experience_for_marketplace It configures whether the playbook experience is utilized in the Field Service Marketplace, affecting task management and user engagement.
sn_fsm_mktplace.wot_fields_to_restrict_update This property restricts updates to specific fields, such as location and asset, when a Work Order Task is sent to the marketplace.
sn_fsm_multiday.dispatcher_workspace.fourWeekViewThreshold This property defines the minimum event duration in hours for visibility in the four-week scheduling view, impacting how tasks are displayed to users.
sn_fsm_multiday.dispatcher_workspace.twoWeekViewThreshold This property defines the minimum event duration in hours for visibility in the two-week scheduling view, impacting how events are displayed to users.
sn_fsm_multiday.minDurationForFirstWorkSchedule This property defines the minimum time that must be allocated for the first work schedule of a task, impacting how tasks are scheduled in the system.
sn_fsm_sched_flws.task_recomm_policy This property specifies the criteria used for recommending tasks to field service agents, impacting how effectively tasks are assigned.
sn_fsm_service_loc.max_new_location_per_day This property sets a cap on the daily addition of new service locations by external users, ensuring controlled growth in location data.
sn_fsm_task_dep.AllowDependencyConflictOverrides This property enables or disables the ability to reschedule tasks in the presence of dependency conflicts, affecting task scheduling behavior.
sn_fsm_task_rec.task_recomm_geo_routing_travel_calculation_method It specifies whether to use Google Maps API, Beans.AI, or straight-line estimates for calculating estimated agent travel times to task locations.
sn_fsm_task_rec.task_recomm_use_geo_history This property configures the system to reference the geo history table when recommending tasks to agents, enhancing location accuracy.
sn_fsm_tp.max_territories_for_scheduling This property defines the upper limit of territories eligible for scheduling, impacting how many areas can be assigned work orders simultaneously.
sn_fsm_tp.territory_initial_zoom This property configures the starting zoom level of the map, allowing users to view territories effectively upon loading.
sn_fsm_tp.territory_map_type This property allows users to select the preferred map type for displaying territories, impacting how geographic data is visualized in the application.
sn_fsm_tp.territory_max_zoom_level This property defines the upper limit for the map's zoom level, allowing values between 1 and 20, with a default of 12.
sn_fsm_tp.territory_membership_override_to_date It defines the default end date for an agent's membership in a territory, affecting their availability for assignments.
sn_fsm_tp.territory_transparency_level This property determines the opacity level of newly created geographic areas on the map, with valid values ranging from 0.0 to 1.0.
sn_majorissue_mgt.enable_case_type_for_major_case It allows major case creation across all case types within the Major Issue Management application.
sn_oe_sfs.com.glide.cs.collab.chat.candidate.limit This property configures the maximum number of candidates retrieved for display in the sidebar discussion info panel, affecting user visibility of group names.
sn_oe_sfs.com.glide.cs.collab.enable_enhanced_chat This property toggles the enhanced chat feature for the Sidebar, allowing for improved communication tools within the application.
sn_oe_sfs.com.glide.cs.collab.force_create_external_conversation When set to true, this property enables the creation of external conversations without requiring external user accounts.
sn_oe_sfs.prepopulate_users_on_sidebar_modal_is_supported This boolean property specifies if recommended users can be automatically filled in the sidebar modal based on the provided configuration.
sn_prd_pm.enable_advanced_configuration This property enables the CPQ Configurator, allowing agents and customers to manage customizable products within Sales Customer Relationship Management.
sn_prd_pm.enable_cascade_quantity This property enables the automatic multiplication of child line item quantities based on the quantity of the top-level product offering when creating orders.
sn_previsit.procedure_consent_lead_time This property configures the lead time for sending procedure consent documents to patients prior to their appointment.
sn_slm.isAcceptanceFlowEnabled Enabling this property changes the case closure process to require requestor acceptance, affecting how inquiries are finalized.
sn_sow.default_call_from_contact_page This property determines whether users connect via CTI or browser telephony on the SOW contact page, affecting user communication methods.
sn_sow_collab.enable_requester_in_sidebar_discussion This property controls whether requesters can participate in sidebar discussions within the Service Operations Workspace.
sn_sow_interaction.requester_info_task_query_day_range This property configures the time range in days for fetching tasks related to the requester in the Interaction Management application.
sn_spm.csat.survey_period It configures the interval between surveys for the same user regarding their subscribed offerings, ensuring they are not surveyed more than once every 90 days by default.
sn_spm.csat.survey_probability This property configures the percentage of subscribers who will receive surveys related to a specific offering, impacting user feedback collection.
sn_supplier.external_registration_profile_id This property auto-populates with the sys ID of the user registration configuration, facilitating the onboarding process for supplier contacts.
sn_supplier.slm_email It configures the email address that triggers the automatic creation of supplier cases when emails are received from that address.
sn_task_recommend.max_return_tasks This property defines the upper limit on the number of tasks returned by the intelligent task recommendation system, influencing task distribution to agents.
sn_tp.max_coordinates_allowed This property defines the upper limit for the number of coordinates that can be included in GeoJSON Geography, impacting data handling in territory planning.
sn_tp.percentage_overlap This property defines the percentage threshold for acceptable geographical overlap between territories, influencing territory planning and management.
sn_wfo_outlook.enable_outlook_sync This property allows agents' schedules to sync with their Microsoft Outlook calendars, enhancing scheduling efficiency.
sn_wsd_core.MULTI_DAY_AVAILABILITY Enabling this property filters the reservation options to show only available spaces for multi-day bookings, streamlining the reservation process.
sn_wsd_core.REQUEST_MAX_DURATION It determines the maximum duration, in days, that an employee can request a space reservation at one time, influencing multi-day booking capabilities.
use_default_duration This property configures the system to either apply default work and travel durations or allow custom values to be set in task records.
work.management.agent.geo.history.update.duration It specifies the duration in minutes for which the latest geolocation entry is considered valid when updating an agent's location.
work.management.allow.auto.metric_cleanup This property determines how long metric instances are kept before being purged, impacting the storage of time card data.
work.management.allow.auto.timecard This property allows for the automatic creation of time cards that record the duration of work and travel associated with tasks.
work.management.allow.doublebooking.dynamicscheduling When enabled, this property permits dispatchers to assign multiple overlapping tasks to the same agent during dynamic scheduling.
work.management.allow.doublebooking.event It allows dispatchers to create overlapping events and tasks, enhancing scheduling capabilities for resource management.
work.management.allow.toll.roads This property allows the system to include toll roads when auto-routing or optimizing task routes for agents, impacting travel time and costs.
work.management.allow.travel.task.timecard This property allows the system to generate timecards that capture travel time associated with work tasks, enhancing time management and accountability.
work.management.assignment.ignoreTravelTimeCalculation When enabled, this property ignores travel time calculations for agents, allowing for more efficient task assignment without considering travel durations.
work.management.autodispatch.geolocation This property requires geolocation data to calculate estimated travel times for dynamic scheduling and auto assignment within the Field Service Management application.
work.management.default.end.time It specifies a default end time of 17:00 for work agents in the absence of a defined schedule, influencing how work hours are managed.
work.management.default.scheduled.start This property controls the automatic population of the scheduled start date for work order tasks based on their state.
work.management.default.start.time It defines the default start time for work agents in a 24-hour format, defaulting to 08:00, impacting task scheduling when no other schedule is set.
work.management.distance.calculation.dynamic_scheduling This property allows selection between using Google Maps API or straight line estimates for calculating estimated travel distance and time for dynamic scheduling of tasks.
work.management.enable.optimizing.travel It allows the system to optimize task assignments by considering travel time, potentially enhancing service delivery.
work.management.evening.rush.hours This property specifies the evening rush hour span, formatted as a range with no spaces, which is essential for accurate travel time calculations.
work.management.event_bus.enabled This property enables or disables the WM Task event bus, controlling whether events are emitted based on category filtering.
work.management.event_bus.wm_task_event_types This property specifies a comma-separated list of permitted WM Task event categories for notification emissions when the event bus is enabled.
work.management.limit.location This property controls the filtering of dispatch groups by their distance from the work order task location, affecting how tasks are assigned to agents.
work.management.location.weight This property defines the integer weight for locations, affecting their importance in task management and resource distribution.
work.management.map.merge.task.agent.markers This property determines whether task and agent markers are combined into a single purple marker on geolocation maps, improving visual organization.
work.management.max.agents.processed This property defines the maximum number of agents that can be processed at once by the auto-dispatch feature, with a default value of 100.
work.management.morning.rush.hours This property specifies the morning rush hour period, formatted as 06:30-08:00, to be used in scheduling and travel calculations.
work.management.optimization.conflict_handling This property configures the behavior for managing overflow tasks when optimizing routes, allowing options like stopping optimization or unassigning tasks.
work.management.qualification This property toggles the qualification stage for work orders, impacting how tasks are processed and assigned within the system.
work.management.rejected.technician.duration This property defines the time period after a technician rejects a task during which they will not be automatically reassigned that task.
work.management.rush.travel.buffer It specifies a percentage increase to travel times for rush hour periods, impacting route optimization for agents.
work.management.scheduled_state_count_of_task This property defines the threshold count of assigned tasks required for scheduling to occur.
work.management.scheduled_state_type This property determines the mode for activating scheduled states, with a default setting of Duration.
work.management.skills.weight This property sets an integer value that determines the importance of skills in work management processes.
work.management.start_travel_update_planned_date_field This boolean property updates the planned date and time fields for tasks when an agent starts their travel.
work.management.task_state_color.use_hex This property enables administrators to replace default theme colors with hex color codes for work order task states, enhancing visual differentiation.
work.management.travel.buffer This property modifies travel time calculations by applying a percentage buffer, which is essential for accurate scheduling in field service management.
work.management.travel.calculation.auto_assignment This property configures the method for calculating travel estimates for agents assigned tasks through auto assignment, utilizing either Google Maps API or straight-line estimates.
work.management.travel.calculation.bundle_route_optimization This property allows for the optimization of subtasks within work order task bundles, improving overall route efficiency for agents.
work.management.travel.calculation.dynamic_scheduling This property allows the selection between using the Google Maps API or straight-line estimates for calculating travel times and distances in dynamic scheduling operations.
work.management.travel.calculation.expected_arrival This property configures the method for calculating estimated travel time and distance for agents, using either the Google Maps API or straight-line estimates.
work.management.travel.calculation.manual_assignment This property allows the selection of a method for calculating travel estimates, including options like Google Maps API or straight-line estimates, specifically for manually assigned tasks.
work.management.travel.calculation.route_optimization This property allows the selection of a method for calculating estimated travel time and distance, impacting route optimization for agents.
work.management.travel.calculation.route_optimization.mode This property configures the algorithm for route optimization, with a default setting of DP for determining the best travel routes.
work.management.travel.calculation.schedule_assistant This property configures the method for calculating estimated travel time and distance for agents when assigning tasks, affecting scheduling accuracy.
work.management.travel.time.threshold.minutes This property sets the maximum travel time in minutes that allows a work order task to be assigned to the nearest agent within that distance.
work.management.update_scheduled_to_assigned.duration This property specifies the number of hours before the scheduled start time when a task's state will automatically change from Scheduled to Assigned.
work.management.use.mandatory.skills This property activates the mandatory skills feature, ensuring that the Task Skills table is utilized for work orders and tasks.
work.management.work.spacing This property configures the buffer time between tasks to optimize scheduling and travel logistics for field service agents.
work.spacing This property directly influences the time calculations for travel between tasks, impacting the scheduling of field service operations.