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Use the Customer Service case timeline with other applications

Use the Customer Service case timeline with other applications

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.

Before you begin

Role required: admin

Procedure

  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.

Products > Service Management > Customer Service; Versions > Helsinki