Properties installed with Customer Service Management

Customer Service Management adds the following properties.
Note: To open the System Property [sys_properties] table, enter sys_properties.list in the navigation filter.
Property Description
glide.cs.email.case_queue_address Email case queue address.
  • Type: string
  • Default value: none
  • Location: Customer Service > Administration > Email Properties
glide.cs.email.new_case_prefix Email subject prefix format for new case.
  • Type: string
  • Default value: Case:
  • Location: Customer Service > Administration > Email 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 > Email 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 mail in the Activity formatter when including "Sent/Received Emails"
  • Type: string
  • Default value: itil, sn_customerservice_agent
  • 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.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 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 which 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 self-service portal
  • 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 The default registration workflow sys_id.
  • Type: string
  • Default value: 9b6cf2dac31302003a657bfaa2d3aee8
  • Location: System Property [sys_properties] table
consumer_max_attachments_per_record Maximum consumer attachable items per record.
  • Type: integer
  • Default value: 5
  • Location: Customer Service > Administration > Email Properties
consumer_max_open_cases Maximum open cases per consumer.
  • Type: integer
  • Default value: 10
  • Location: Customer Service > Administration > Email Properties
consumer_max_products Maximum registered products per consumer.
  • Type: integer
  • Default value: 23
  • Location: Customer Service > Administration > Email Properties
consumer_max_new_cases_daily Maximum new cases per consumer per day
  • Type: integer
  • Default value: 10
  • Location: Customer Service > Administration > Email Properties
sn_customerservice.consumer_max_comments_per_case_daily Maximum consumer comments per case per day
  • Type: integer
  • Default value: 25
  • Location: Customer Service > Administration > Email Properties
com.snc.cs_base.last.generated.code.tree.path This property 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 Import customer account information for more details.

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