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