CSM - How do I add the Description to the Standard Ticket Header Template/Widget?

[Sandra Mack]

I am new to ServiceNow admin and need assistance with adding the Description to the Standard Ticket Header Template /widget for creating cases.

We currently have it set for the Short_Description to display in the notification email when a new case is created.

I tried to add the Description in the Template bar, the font size was too large.

Is there anywhere in the scripting that I can add the Description to the Standard Ticket Header?

Thank you,

[Allen Andreas]

Hi,

Please try navigating to Standard Ticket > Standard Ticket Configuration

and then selecting the relevant table record and then configuration options on that record. Such as "show description" and then pinpointing the description field, etc. You can play around with it to achieve what you'd like.

[Sandra Mack]

I was able to select Show Description in my Dev environment and the Description appeared in the Activity thread, when I made that same update in my Prod environment, I still do not see the Description in the Activity thread.

Is there something in the widget that needs to be updated also with   $[description}?

[Allen Andreas]

Hi,

Thank you for marking my reply as Helpful.

If it also helped guide you correctly, please also Accept Solution.

Thank you and take care! 🙂