---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Properties installed with Customer Service Management

# Properties installed with Customer Service Management {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 8, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 6 minutes to read

Properties are added with the activation of the Customer Service Management application.
To open the System Property \[sys_properties\] table, enter <kbd class="ph userinput">sys_properties.list</kbd> in the navigation filter. You can narrow the list results by using the Application field.

You can also navigate to Customer ServiceAdministrationProperties to view a list of the most frequently used properties that you can configure for Customer Service Management.

The following table lists the properties that are used for Customer Service Management.  
{#r_PropInstallWcustServ__table_jzs_2kx_kt__entry__2}

| Property | Description |
|-|-|
| glide.cs.email.case_queue_address | Email case queue address. * Type: string * Default value: none * Location: Customer ServiceAdministrationProperties {#r_PropInstallWcustServ__ul_ggl_jmx_kt} |
| glide.cs.email.new_case_prefix | Email subject prefix format for new case. * Type: string * Default value: Case: * Location: Customer ServiceAdministrationProperties {#r_PropInstallWcustServ__ul_bnc_4mx_kt} |
| sn_customerservice.email.create_case_for_non_matched_user | Create case for non-matched user. * Type: true \| false * Default value: false * Location: Customer ServiceAdministrationProperties {#r_PropInstallWcustServ__ul_nyq_pnx_kt} |
| glide.cs.company_name | Your company name. * Type: string * Default value: none * Location: System Property \[sys_properties\] table {#r_PropInstallWcustServ__ul_qmj_2lx_kt} |
| glide.ui.activity.email_roles | Roles that can view the mail in the Activity formatter when including "Sent/Received Emails. * Type: string * Default value: itil, sn_customerservice_agent, sn_esm_location_agent, sn_esm_agent, sn_csm_ocs.ext_agent, sn_customerservice.case_task_agent, sn_customerservice.relationship_agent, sn_customerservice.case_contributor_creator * Location: System Property \[sys_properties\] table {#r_PropInstallWcustServ__ul_u1z_ymx_kt} |
| glide.ui.sn_customerservice_case_activity.fields | Case activity formatter fields. * Type: string * Default value: assigned_to,asset, product, state, priority, short_description, comments, entitlement, contract, \*Email\*,work_notes * Location: System Property \[sys_properties\] table {#r_PropInstallWcustServ__ul_mlb_3nx_kt} |
| sn_customerservice.FTS_flag_enabled | Enable the follow the sun flag on the Customer Service Case form. * Type: true \| false * Default value: false {#r_PropInstallWcustServ__ul_odl_51c_kdb} |
| sn_customerservice.glide.script.block.client.globals | * Type: true \| false * Default value:false * Location: System Property \[sys_properties\] table {#r_PropInstallWcustServ__ul_vgw_5nx_kt} |
| sn_customerservice.shn_asset | Special Handling Notes for assets. * Type: true \| false * Default value: false * Location: Special Handling NotesProperties {#r_PropInstallWcustServ__ul_hfx_vlg_4v} |
| sn_customerservice.shn_contact | Special Handling Notes for contacts. * Type: true \| false * Default value: false * Location: Special Handling NotesProperties {#r_PropInstallWcustServ__ul_l5t_vng_4v} |
| sn_customerservice.shn_product | Special Handling Notes for products. * Type: true \| false * Default value: false * Location: Special Handling NotesProperties {#r_PropInstallWcustServ__ul_thz_44g_4v} |
| sn_customerservice.shn_account | Special Handling Notes for accounts. * Type: true \| false * Default value: false * Location: Special Handling NotesProperties {#r_PropInstallWcustServ__ul_ccd_xpg_4v} |
| sn_customerservice.shn_case | Special Handling Notes for cases. * Type: true \| false * Default value: false * Location: Special Handling NotesProperties {#r_PropInstallWcustServ__ul_zx1_1qg_4v} |
| sn_customerservice.portal.chat_queue | * Type: string * Default value: none * Location: System Property \[sys_properties\] table {#r_PropInstallWcustServ__ul_n24_3ng_4v} |
| csm.captcha.google.enabled | Enable the Google Captcha tool on the customer portal self-service portal self-registration form. * Type: true \| false * Default value: true * Location: System Property \[sys_properties\] table {#r_PropInstallWcustServ__ul_cqf_png_4v} |
| sn_customerservice.use_asset_contact_relationship | Restrict assets that are based on the contacts assigned to the assets. * Type: true \| false * Default value: false * Location: Customer ServiceAdministrationProperties {#r_PropInstallWcustServ__ul_zkv_24g_4v} |
| sn_customerservice.account_relationship_access_roles | Roles that need to be shown in the reference qualifier for the Account Relationship Access table \[sn_customerservice_account_relationship_access\]. * Type: string * Default value: none * Location: Customer ServiceAdministrationProperties {#r_PropInstallWcustServ__ul_etd_y4g_4v} |
| sn_customerservice.contact_role_assignment | External roles that can be assigned to contacts from the Customer Service Portal. The roles stored in this property are displayed in the Available column on the Edit Role pop-up window. * Type: string * Default value: sn_customerservice.partner_admin, sn_customerservice.partner,sn_customerservice.customer_admin, sn_customerservice.customer * Location: Customer ServiceAdministrationProperties {#r_PropInstallWcustServ__ul_dcp_hpg_4v} |
| sn_customerservice.registration_workflow_id | Default registration workflow sys_id. * Type: string * Default value: 9b6cf2dac31302003a657bfaa2d3aee8 * Location: System Property \[sys_properties\] table {#r_PropInstallWcustServ__ul_ohk_npg_4v} |
| sn_customerservice.consumer_max_products | Maximum registered products per consumer. * Type: integer * Default value: 25 * Location: Customer ServiceAdministrationProperties {#r_PropInstallWcustServ__ul_yjk_17a_bx} |
| com.snc.cs_base.last.generated.code.tree.path | Property that gets created by the system when the first customer_account record is inserted into an instance. It stores the Account Code value for the most recently created customer account in the Account \[customer_account\] table. When a new customer account record is created, the system uses this property to determine a unique account code value for the account. The property is then updated with this latest assigned value so that the next account code value can be set as a unique value for the next account record insert. See [Set the account code property](https://servicenow-prod.fluidtopics.net/g0482PF8LRcz~kDtDKycrQ#set-csm-account-code-property "After importing customer account information, update the com.snc.cs_base.last.generated.code.tree.path property with the correct account code value.") for more details. * Type: string * Default value: none * Location: System Property \[sys_properties\] table {#r_PropInstallWcustServ__ul_xlf_wcq_mz} Note: If this property is reset to the original value, the system attempts to create new accounts with account codes that are already in use, which can result in an invalid insert. |
| sn_customerservice.enable_knowledge_kcs | Knowledge Centered Services (KCS) for Customer Services Management. * Type: true \| false * Default value: false * Location: Customer ServiceAdministrationProperties {#r_PropInstallWcustServ__ul_psx_2l2_pbb} |
| skills_management.migration | List of task tables to migrate to the Task Skills \[task_m2m_skill\] table when an administrator runs the Migrate Skills to Task Skill M2M script. * Type: choice list * Default value: wm_task,customerservice_case,wm_order * Location: System Property \[sys_properties\] table {#r_PropInstallWcustServ__ul_q1z_wvt_rdb} |
| sn_customerservice.rest.api.case_sla_async | Enable asynchronous processing of SLAs while creating a case using a REST API. * Type: true \| false * Default value: false * Location: Customer ServiceAdministrationProperties {#r_PropInstallWcustServ__ul_awz_5hz_jrb} |
| com.snc.skills_management.task_skill_migrated_tables | List of tables where the Skills field has already been migrated to the Task Skills \[task_m2m_skill\] table. If the table name is listed in this property, the data has been migrated and will not be migrated again. * Type: choice list * Default value: none * Location: System Property \[sys_properties\] table {#r_PropInstallWcustServ__ul_r1z_wvt_rdb} |
| sn_customerservice.case_fields_to_sync | Comma-separated list of fields that synchronize from parent case to child cases. * Type: string * Default value: priority,state,comments,work_notes, close_notes, resolution_code * Location: Customer ServiceAdministrationProperties {#r_PropInstallWcustServ__ul_pzt_nyg_l2b} |
| sn_customerservice.parent_child_case_sync | Synchronize fields from parent to child cases. * Type: true \| false * Default value: false * Location: Customer ServiceAdministrationProperties {#r_PropInstallWcustServ__ul_yby_bzg_l2b} |
| sn_customerservice.parent_child_case_sla_async | Processes SLA asynchronously during parent to child case creation and synchronization. * Type: true \| false * Default value: true * Location: System Property \[sys_properties\] table {#r_PropInstallWcustServ__ul_qwf_5q4_jxb} |
| glide.ui.sn_customerservice_escalation_activity.fields | Escalation activity formatter fields. * Type: true \| false * Default value: false * Location: System Property \[sys_properties\] table {#r_PropInstallWcustServ__ul_ipf_qzg_l2b} |
| sn_customerservice.kcs.enable_template_on_case_workspace | Enables creation of knowledge articles by using a knowledge article template from a customer service case in Agent Workspace. * Type: true \| false * Default value: false * Location: System Property \[sys_properties\] table {#r_PropInstallWcustServ__ul_lxc_pjy_vjb} |
| sn_customerservice.case.autoresponder.enable | Enables sending content as recommendations for closing a case by using the Auto-Responder feature. * Type: true \| false * Default value: false * Location: Customer ServiceAdministrationProperties {#r_PropInstallWcustServ__ul_wn4_ldc_tlb} |
| sn_customerservice.case.autoresponder.customportal | Custom portal URL that contains the knowledge article parameter such as sys_kb_id or kb_number. Example: https://\<instance-name\>.service-now.com/csm?id=kb_article_view\&sys_kb_id={sys_kb_id * Type: string * Default value: none * Location: Customer ServiceAdministrationProperties {#r_PropInstallWcustServ__ul_bbg_tch_tlb} |
| sn_customerservice.contact_relationship.restrict_within_account_hierarchy | Create a contact relationship with contacts outside the account hierarchy. When set to false, users are allowed to create contact relationships with any account. When set to true, only contacts within the account hierarchy will be shown. * Type: true \| false * Default value: true * Location: System Property \[sys_properties\] table {#r_PropInstallWcustServ__ul_mxx_krx_2sb} |
| sn_bus_loc.int_bus_loc.onboard_location_manager_as_contributor | Assign the sn_customerservice.svc_location_manager_contributor role to the internal business location managers when the system property is set to true. When set to false, the internal business location managers are assigned the sn_customerservice.svc_location_manager role. * Type: true \| false * Default value: true * Location: System Property \[sys_properties\] table {#r_PropInstallWcustServ__ul_iyv_yf5_qtb} |
| enable_account_address_sharing | Enable an existing address to be associated with multiple accounts. The associations are present in the account_address_relationship table. Setting the property back to false once set to true leads to inappropriate behavior for account address data. * Type: true\| false * Default value: true * Location: System Property \[sys_properties\] table {#r_PropInstallWcustServ__ul_a2c_lkj_g5b} |
| sn_customerservice.create_case.description_enable_html_editor | Enable the flag to add description by using the HTML editor on the Create Case form page. * Type: true \| false * Default value: true * Location: System Property \[sys_properties\] table {#r_PropInstallWcustServ__ul_ksc_rp4_jxb} |
| sn_customerservice.emails.customportal | Base URL for custom portals. * Type: string * Default value: none * Location: System Property \[sys_properties\] table {#r_PropInstallWcustServ__ul_z11_dr4_jxb} |
| sn_query_rules.number_of_nq_ops_zing_search_supports | Defines the number of query rules that must be applied to filter the data. * Type: string * Default value: 10 {#r_PropInstallWcustServ__ul_enb_ldx_dzb} |
| sn_customerservice.consumer_max_new_cases_daily | Defines the maximum number of new cases that a consumer can create in a day. * Type: integer * Default value: 10 * Location: Customer ServiceAdministrationProperties {#r_PropInstallWcustServ__ul_mn2_qbq_vzb} Note: This restriction only applies to an external unified consumer. |
| sn_customerservice.consumer_max_comments_per_case_daily | Defines the maximum number of comments that a consumer can add for a case in a day. * Type: integer * Default value: 25 * Location: Customer ServiceAdministrationProperties {#r_PropInstallWcustServ__ul_e3q_rbq_vzb} Note: This restriction only applies to an external unified consumer. |
| sn_customerservice.consumer_max_attachments_per_record | Defines the maximum number of attachments that a consumer can attach to a record. * Type: integer * Default value: 5 * Location: Customer ServiceAdministrationProperties {#r_PropInstallWcustServ__ul_tqs_4bq_vzb} Note: This restriction only applies to an external unified consumer. |
| sn_cs_queryrules.use_query_rules | Rules or filters from the sn_query_rule table to determine read access to customer service management-related tables for the logged-in users through query business rules and READ ACLs when the system property is set to True. When set to False, rules or filters from the <kbd class="ph userinput">CSMQueryBRUtilOOBConstants</kbd> and its extensions are used. * Type: true \| false * Default value: true * Location: Customer ServiceAdministrationProperties {#r_PropInstallWcustServ__ul_c5v_kc5_vzb} |
[Table 1. System properties installed with Customer Service Management]

{#r_PropInstallWcustServ__table_jzs_2kx_kt}

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