How Control the Order of Connect Actions (including Escalate, Transfer, and End Session) 

Description

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Connect Actions have an Order field which may need to be added to the form or list. This value is an integer and is sorted with the highest order at the bottom of the list and the lowest at the top.

Here are the Order values for the uneditable default support actions:

Escalate: 60

Transfer: 70

End Session: 9999

Procedure 

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To edit the Order of the Connect Actions.

1. Navigate to Collaboration > Actions
2. Configure the list or layout to contain the Order field
3. Edit the Order to sort your actions.

Applicable Versions

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ALL

Additional Information

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https://docs.servicenow.com/bundle/helsinki-servicenow-platform/page/use/collaboration/task/t_AdministerConnectActions.html