{"revision":"c10276e953456835cdbb1f3a60d58ae1980be353","document":{"id":6927,"path":"customer-service-management/na-for-csm-mim-properties.md","title":"ServiceNow Otto for CSM Major Issue Management Properties","bundle":null,"doc_type":null,"release":"australia","body":"\n# ServiceNow Otto for CSM Major Issue Management Properties\n\nThe ServiceNow Otto for CSM Major Issue Management application is configured through the `NowAssistMajorIssueExtPoint` extension point and the trigger conditions on the **Major case agentic workflow** flow. This reference describes every configurable property, the valid values, the default, and the impact.\n\n## Flow trigger properties\n\nConfigure these properties in Flow Designer on the **Major case agentic workflow** flow trigger.\n\n|Property|Description|Default|Impact|\n|--------|-----------|-------|------|\n|Trigger conditions|The case-record conditions that cause the flow to run. Add filters such as category, account, product, or any other case field to control which cases the AI detection evaluates.|Priority is 1 or 2; Parent is empty|More restrictive conditions reduce AI skill executions, which lowers cost and processing load.|\n\n## Major case search configuration\n\nThese properties come from `NowAssistMajorIssueExtPoint.getConfigForMajorCase()`. They control the search for similar existing major cases.\n\n|Property|Description|Values|Default|Impact|\n|--------|-----------|------|-------|------|\n|`maxSearchResults`|Maximum number of similar major cases returned by the AI search.|Integer 1–50|10|Higher values increase AI search cost and latency. Lower values may miss relevant matches.|\n|`similarityThreshold`|Minimum similarity score a major case must meet to be included in results.|0.0–1.0|0.75|Higher values return fewer, more precise matches. Lower values cast a wider net with more noise.|\n|`searchProfile`|AI search profile used when searching for similar open major cases. Determines which indexed fields and ranking logic apply.|String \\(profile name\\)|`sn_csm_mim_gen_ai_mim_major_cases_profile`|You can edit this profile or replace it with a custom profile. The profile must return major cases.|\n|`matchFieldList`|Case fields whose values are appended as additional exact-match filter conditions on the AI search.|Array of field names \\(for example, `[\"account\", \"product\"]`\\). Empty field values are skipped.|`[]`|Restricts the search to cases that exact-match on the listed fields. For example, with `[\"account\"]`, only cases from the same account are considered.|\n\n## Non-major case search configuration\n\nThese properties come from `NowAssistMajorIssueExtPoint.getConfigForNonMajorCase()`. These properties control the search for similar non-major cases.\n\n|Property|Description|Values|Default|Impact|\n|--------|-----------|------|-------|------|\n|`maxSearchResults`|Maximum number of similar non-major cases returned by the AI search.|Integer 1–50|10|Higher values increase AI search cost and latency. Lower values may undercount similar cases and suppress major case escalation.|\n|`similarityThreshold`|Minimum similarity score a non-major case must meet to be included in results.|0.0–1.0|0.70|Higher values enforce stricter matching before escalation is considered. Lower values may trigger escalation proposals more liberally.|\n|`searchProfile`|AI search profile used when searching for similar open non-major cases.|String \\(profile name\\)|`sn_csm_mim_gen_ai_mim_non_major_cases_profile`|Determines which indexed fields and ranking logic apply during the non-major search.|\n|`matchFieldList`|Case fields whose values are appended as additional exact-match filter conditions on the AI search.|Array of field names. Empty field values are skipped.|`[]`|Restricts the search to cases that exact-match on the listed fields.|\n|`minSimilarCasesForMajor`|Minimum number of similar non-major cases the AI must return before the new case is auto-proposed as a major case. Below this threshold the flow exits with no updates.|Integer 1–N|5|Lower values make major case escalation easier to trigger. Higher values require stronger evidence before a new major case is proposed.|\n\n## Extension point method reference\n\nThe `NowAssistMajorIssueExtPoint` extension point exposes three methods that you can override.\n\n|Method|OOB default|Purpose|\n|------|-----------|-------|\n|`isValid(glideRecord)`|Returns `true` for all cases|Pre-flight eligibility check called before skill invocation. Override to exclude specific case types, domains, or any other condition.|\n|`getConfigForMajorCase(glideRecord)`|limit: 10, threshold: 0.75|Returns the search configuration used when scanning for existing major cases.|\n|`getConfigForNonMajorCase(glideRecord)`|limit: 10, threshold: 0.70|Returns the search configuration used when scanning for similar non-major cases.|\n\n"}}