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 defines a comma-separated list of fields that are synchronized from a major case to its associated child cases, ensuring relevant data is consistently maintained. |
| What area does it affect? |
Customer Service Management |
| What does the default mean? |
The default value is "priority,state,comments,work_notes, close_notes,resolution_code", which is the baseline setting used unless it is changed. |
| When should you review it? |
Review this property when configuring case synchronization settings or troubleshooting data consistency issues. |
Out of the box property record
Raw metadata from the property record.
| Property name |
sn_customerservice.case_fields_to_sync |
| Sys ID |
428666373b630300b5c42479b3efc409 |
| Type |
string |
| Application |
Customer Service |
| Default value |
priority,state,comments,work_notes, close_notes,resolution_code |
| Description |
Comma-separated list of fields that synchronize from parent case to child cases |
| Updated |
2018-03-13 13:56:46 |
Sources
Official references and nearby text excerpts where this property appears.
Context preview
Snippet 1
... a child case is Resolved, Closed, or Canceled, the synchronization does not take place. A major case and the associated child cases maintain synchronization on the fields identified by the sn_customerservice.case_fields_to_sync property. This property specifies the list of fields to synchronize from the major case to the associated child cases. By default, these fields include: • Priority • State • Comments ...
Context preview
Snippet 2
... to a major case I-if no account or consumer or partner exists on the originating major case. • Use the major case's case type and inherit the fields defined in (sn_customerservice.case_fields_to_sync) property or defined through extension point for child cases. Task plan templates Add flexible task dependency management to task plan templates, and support for attachments. © 2026 ServiceNow, Inc. All ...