Key questions about this property
The answers below summarize the purpose, scope, default effect, and review scenarios for this property.
| What does it do? |
This property specifies which fields are shown in the escalation activity formatter for customer service cases, impacting how escalation details are presented. |
| What area does it affect? |
Customer Service Management |
| What does the default mean? |
The default value is "state,trend,escalation_severity,comments,work_notes,assigned_to,assignment_group", which is the baseline setting used unless it is changed. |
| When should you review it? |
Review this property when adjusting the escalation activity display for better case management. |
Out of the box property record
Raw metadata from the property record.
| Property name |
glide.ui.sn_customerservice_escalation_activity.fields |
| Sys ID |
c65f4198b3200300ff6e6e5f26a8dc20 |
| Type |
string |
| Application |
Customer Service |
| Default value |
state,trend,escalation_severity,comments,work_notes,assigned_to,assignment_group |
| Description |
Escalation activity formatter fields |
| Updated |
2017-09-05 11:47:41 |
Sources
Official references and nearby text excerpts where this property appears.
Context preview
Snippet 1
... Default value: false • Location: Customer Service > A sn_customerservice.parent_child_case_sla_async Processes SLA asynchronously du and synchronization. • Type: true | false • Default value: true • Location: System Property [sys_ glide.ui.sn_customerservice_escalation_activity.fields Escalation activity formatter fields. • Type: true | false • Default value: false • Location: System Property [sys_ sn_customerservice.kcs.enable_template_on_case_workspace Enables creation of knowledge arti template from a customer service c ...