Special handling notes overview
Summarize
Summary of Special Handling Notes Overview
The Special Handling Notes application allows users to create notes that highlight important information about specific records, such as cases or accounts, ensuring that critical details are easily accessible. It is essential to use this feature for special circumstances rather than general case processing, and it is advised not to exceed 10,000 notes to maintain performance.
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Key Features
- Configuration: Users with the snshn.admin role can configure entity tables to utilize special handling notes, which can be displayed in embedded lists, related lists, or pop-up windows.
- Role-Based Access: Different roles allow varying levels of interaction with special handling notes:
- snshn.admin: Create, update, delete notes.
- snshn.editor: View and update notes.
- snshn.user: View notes only.
- Status and Priority: Notes can have statuses (Active, Inactive, Expired) and priorities (Critical, High, Moderate, Low), which are visually represented in the interface.
Key Outcomes
By effectively using special handling notes, ServiceNow customers can ensure that significant information is communicated clearly and efficiently across records. The application enhances visibility and prioritization, thus improving case management. Customers can expect automated expiration handling and role-specific access, ensuring streamlined operations within their Customer Service Management processes.
The Special Handling Notes application enables you to create notes that bring important information about individual records, such as a case or account record, to the user's attention.
Configuring special handling notes
Creating, updating, and deleting special handling notes
Special handling notes display important information to the user. In addition to a message, a special handling note also has a status, an assigned priority, and an expiration date.
| Status | Definition |
|---|---|
| Active | The note is active. Active notes appear on the Special Handling Notes list or pop-up window. Active notes remain on the list until they are set to Inactive or Expired. Active notes remain on the pop-up window until dismissed or until they are set to Inactive or Expired. |
| Inactive | The note is no longer active. Users with the sn_shn.admin or sn_shn.editor role can set a note to Inactive if the information in the note is no longer useful. When a note is set to Inactive, it is removed from the Special Handling Notes list or pop-up window. Inactive notes can be viewed by navigating to . |
| Expired | The note has reached it's expiration date or it has been expired manually. If a note is expired, the form becomes read-only for all user roles other than the system administrator. A note is expired automatically by a scheduled job when it reaches it's expiration date. The scheduled job also sets any inactive notes to expired if the inactive notes have reached their expiration date. |
| Priority | Platform interface | CSM workspace interface |
|---|---|---|
| 1 - Critical | Red | Red |
| 2 - High | Orange | Orange |
| 3 - Moderate | Green | Purple |
| 4 - Low | Blue | Gray |
When creating a special handling note, you can make it effective right away or you can select a date when it becomes effective. You can also select an expiration date.
Special handling notes list
- Message
- Expiration date
- Priority
- Table
Special handling notes pop-up window
- Message
- Priority
To display special handling notes in a pop-up window, navigate to and set the related properties.
To dismiss a note, click Dismiss. Once you dismiss a note, it no longer appears in the pop-up window. To close the Special Handling Notes pop-up window, click X.
Expiring special handling notes
- If a special handling note has reached its Effective on date, the scheduled job sets the status of the note to Active.
- If a special handling note has reached its Expires on date, the scheduled job sets the status of the note to Expired.
Domain separation for Special Handling Notes
The Special Handling Notes application supports domain separation as a process-separated table.
When inserting or updating a special handling note, the picker domain scope takes precedence by design with the Overrides [sys_overrides] field on process-separated tables. For more information, see Process administration.