Multi Line Text Variable Not Expanding to Full Width in Record Producer (Service Portal)

[tabrez ahmed]

Hi Everyone,

I am facing an issue in Service Portal with a Record Producer variable layout.

I have a Variable Set configured with containers and splits. The “Justification” field is a Multi Line Text variable with Variable Width set to 100%, but it still appears only in half width on the portal.

Current behavior:

• The form is rendering in a fixed 2-column layout
• The Justification field stays in the right-side column
• Containers and Container Splits are not making it full width

What I tried:

• Added separate containers
• Added/removed Container Splits
• Set Variable Width = 100%
• Created separate container rows for Justification
• Added dummy variables/labels for testing

But the field still remains half-width in Service Portal.

It seems the Variable Set “2 Columns” layout is overriding the container structure and forcing all variables into two fixed columns.

Has anyone faced this issue before?
Is there any way to make a Multi Line Text variable span the complete row/full width in Service Portal?

Attached screenshots for reference.

Thanks!

[Tanushree Maiti]

Hi @tabrez ahmed 

Just try it.

• Right-click the field label on the form and select Configure Dictionary (or Variable).
• Go to the Attributes tab (you may need to switch to Advanced View).
• Add the following attribute:     is_multi_text=true

refer: KB0690810 Fields that share same storage alias with an edge-encrypted field get a multiple-line inpu...