Use the case timeline with other applications

  • Freigeben Version: Australia
  • Aktualisiert 12. März 2026
  • 1 Minute Lesedauer

    • You can use the Customer Service case timeline with other ServiceNow applications by creating a configuration for each application and adding the ResolutionShaper field to the desired form.

    Vorbereitungen

    Role required: admin

    Prozedur

    1. Ensure that the Customer Service plugin (com.sn_customerservice) has been activated.
    2. Navigate to the Resolution Shaper Configs page (<instance>sys_resolutionshaper_config_list.do) and click New.
    3. Select a table in the Task Table field.
    4. Add the desired states in the Requestor States field using a comma-separated list.
      For example, New,Active,Resolved,Closed.
    5. Make any necessary changes to the remaining fields and click Submit.
    6. Navigate to the desired form.
    7. Right-click the form header and select Configure > Form Layout.
    8. Using the slushbucket, select ResolutionShaper and move it to where you want the timeline to appear.
    9. Click Save.