The placeholder for the Phone Number (E.164) field when using the US phone format (+1) is displayed as 999-9999 in this instance. Issue The placeholder for the Phone Number (E.164) field when using the US phone format (+1) is displayed as 999-9999 in this instance. However, need to displayed as (999) 999-9999. Steps to reproduce:1. Go to CSM Workspace2. Create a new interaction3. Be sure the phone number is on the UI4. Select country Us +15. Format displayed is: 999-9999 instead of (999) 999-9999.ReleaseGenericCauseThere are two phone formats for North America, check that on => sys_phone_format.list In this case, the first record displayed was the one with 999-9999 = Format = $1-$2 and not the second one 999 999-9999 = Format = ($1) $2-$3.ResolutionGo to the phone formats for North America => /sys_phone_format.do?sys_id=b4b560dab7652300e7afb956ee11a935 Change the order to be higher value order to the record you want to display Note: When ServiceNow queries a table, it can return any record, just moving the one displayed to another order. The other solution is to have only one format removing the undesired record.