Customer Service Management: Configuring activity formatter (Customer Service scope) does not save changes

When set to the Customer Service application, attempting to configure the fields that appear in the activity formatter does not save the changes. This is due to the glide.ui.sn_customerservice_case_activity.fields system property being set to a global scope.

The following error appears:
Not allowing update of property: glide.ui.sn_customerservice_case_activity.fields

1. Activate the following plugins:
   • Customer Service
   • Customer Service Management Demo Data
2. Switch the application scope to Customer Service.
   For more information, see the product documentation topic Application scope.
   
   
3. Navigate to Customer Service ➔ Cases ➔ All.
4. Open any existing record.
5. Configure the activity formatter and add a new field to display (for example, active)
   

   Note that the new field is not displayed in the activity formatter. Also, the following error appears:

   "Not allowing update of property: glide.ui.sn_customerservice_case_activity.fields".

After carefully considering the severity and frequency of the issue, and the cost and risk of attempting a fix, it has been decided to not address this issue in any current or near future releases. We do not make this decision lightly, and we apologise for any inconvenience.

Try fixing the issue by making the changes from a global application scope.

1. Switch to a global application.
2. Configure the activity formatter.
   
   A prompt appears containing the following message: "This record is in the Global application, but Global is the current application. To edit this record click here."
   
   
3. Click the link on the word "here".
4. Make the desired changes and click Save.