Properties installed with Customer Service Management

reference australia Updated Sep 10, 2026 8 min read r_PropInstallWcustServ.md
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Properties are added with the activation of the Customer Service Management application.

To open the System Property [sys_properties] table, enter sys_properties.list in the navigation filter. You can narrow the list results by using the Application field.

You can also navigate to Customer Service > Administration > Properties 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.

Property

Description

glide.cs.email.case_queue_address

Email case queue address.- Type: string

  • Default value: none
  • Location: Customer Service > Administration > Properties

glide.cs.email.new_case_prefix

Email subject prefix format for new case. - Type: string

  • Default value: Case:
  • Location: Customer Service > Administration > Properties

sn_customerservice.email.create_case_for_non_matched_user

Create case for non-matched user.- Type: true | false

  • Default value: false
  • Location: Customer Service > Administration > Properties

glide.cs.company_name

Your company name.- Type: string

  • Default value: none
  • Location: System Property [sys_properties] table

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

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

sn_customerservice.FTS_flag_enabled

Enable the follow the sun flag on the Customer Service Case form.- Type: true | false

  • Default value: false

sn_customerservice.glide.script.block.client.globals
  • Type: true | false
  • Default value:false
  • Location: System Property [sys_properties] table

sn_customerservice.shn_asset

Special Handling Notes for assets.- Type: true | false

  • Default value: false
  • Location: Special Handling Notes > Properties

sn_customerservice.shn_contact

Special Handling Notes for contacts.- Type: true | false

  • Default value: false
  • Location: Special Handling Notes > Properties

sn_customerservice.shn_product

Special Handling Notes for products.- Type: true | false

  • Default value: false
  • Location: Special Handling Notes > Properties

sn_customerservice.shn_account

Special Handling Notes for accounts.- Type: true | false

  • Default value: false
  • Location: Special Handling Notes > Properties

sn_customerservice.shn_case

Special Handling Notes for cases.- Type: true | false

  • Default value: false
  • Location: Special Handling Notes > Properties

sn_customerservice.portal.chat_queue
  • Type: string
  • Default value: none
  • Location: System Property [sys_properties] table

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

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 Service > Administration > Properties

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 Service > Administration > Properties

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 Service > Administration > Properties

sn_customerservice.registration_workflow_id

Default registration workflow sys_id.- Type: string

  • Default value: 9b6cf2dac31302003a657bfaa2d3aee8
  • Location: System Property [sys_properties] table

sn_customerservice.consumer_max_products

Maximum registered products per consumer. - Type: integer

  • Default value: 25
  • Location: Customer Service > Administration > Properties

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 for more details.

  • Type: string
  • Default value: none
  • Location: System Property [sys_properties] table

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 Service > Administration > Properties

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

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 Service > Administration > Properties

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

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 Service > Administration > Properties

sn_customerservice.parent_child_case_sync

Synchronize fields from parent to child cases.- Type: true | false

  • Default value: false
  • Location: Customer Service > Administration > Properties

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

sn_csm_case_types.enable_service_selector

Enables the Case Type Selector for cases created from the following records:

  • Interaction

  • Account

  • Contact

  • Consumer

  • Sold Product

  • Install Base Item

  • Related lists: child case, case task

  • List view

  • Case task list view

  • Type: true | false

  • Default value: true

Note: The sn_csm_case_types.enable_service_selector property is set to true for zBoot customers, and can be enabled for upgrade customers.

  • Location: System Property [sys_properties] table

glide.ui.sn_customerservice_escalation_activity.fields

Escalation activity formatter fields.- Type: true | false

  • Default value: false
  • Location: System Property [sys_properties] table

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

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 Service > Administration > Properties

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 Service > Administration > Properties

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

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

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

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

sn_customerservice.emails.customportal

Base URL for custom portals.- Type: string

  • Default value: none
  • Location: System Property [sys_properties] table

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

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 Service > Administration > Properties

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 Service > Administration > Properties

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 Service > Administration > Properties

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 CSMQueryBRUtilOOBConstants and its extensions are used.

  • Type: true | false
  • Default value: true
  • Location: Customer Service > Administration > Properties

sn_customerservice.advanced_entitlements

This property displays or hides the Case Entitlements related list for case records.- Type: true | false

  • Default value: false
  • Location: Customer Service > Administration > Properties

If true:

  • The Case Entitlements related list is visible on the Case form.
  • The Entitlement field on the Case form is hidden.

If false:

  • The Entitlement field is visible on the Case form.
  • The Case Entitlements related list is hidden on the Case form.
**Parent Topic:**[Components installed with Customer Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/r_InstalledWithCustomerService.md)
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