Activate Case Digests
Activate the Case Digests plugin to use the case digests feature.
Before you begin
Role required: admin
About this task
The Case Digests plugin automatically activates the following plugins:
- Customer Service (com.sn_customerservice)
- Customer Service Document Template (com.sn_csm_doc_template)
- ServiceNow Document Viewer (com.snc.documentviewer)
- Targeted Communications (com.sn_publications)
The Case Digests feature uses the recipient lists feature from the Targeted Communications plugin (sn_publications).
When creating a case action summary record, users with the sn_esm_agent role can select a recipient list of the type Internal Users. Selecting the Publish to Case & Notify UI action on the Case Action Summary form sends an email notification to the users included in the selected recipient list.
Note: The Publish to Case & Notify UI action is available when a list has been selected in the Additional internal recipients field.
For more information, see Recipient lists.
Procedure
Navigate to All > System Definition > Plugins.
Search for the plugin com.sn_csm_case_digest.
Click Activate.