standard ticket page, how to show description always expanded

Gina Kuntz
Kilo Contributor

‎02-25-2022 09:06 AM

We are using the standard ticket page in our csm portal.  Is it possible (and how to configure) to have the description be expanded by default?  It's been an observation that the "show description" expander isn't always noticed, and our users would like that to just always show and be able to collapse on option.  

find_real_file.png

Thanks!

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Community Alums
Not applicable

‎02-25-2022 08:08 PM

Hi @Gina Kuntz ,

I would suggest to inject some CSS on the form widget instance in order to increase the height of the field.

Unfortunately it seem that the CSS in the main UI is calculated dynamically to be adjusted to the content this does not happen in the service portal.

You can use some CSS in the CSS field of the instance record,

This a possible example.

Form___ServiceNow 2.png

 

 

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep

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Enotech
Tera Contributor

‎06-29-2025 01:40 PM

Hey Gina,

I was able to find a solution for it, if you don't want to make a copy out of the Standard Ticket Header widget:

var current = new GlideRecord("sp_widget");
if (current.get("8face42a131d0810da297ad66144b0e2")){
    current.template = current.template.toString().replace("c.description_toggle = false", "c.description_toggle = true");
    current.setWorkflow(false)
    current.update()
}
 
With this you can change the widget's behavior to be open by default instead of collapsed.




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