At a Glance' panel should remain collapsed by default when opening a case

PreethiG6447769
Tera Contributor

‎10-05-2026 05:26 AM

Hi Team,

 

I need to collapse at glance details in sidebar by default. Any way how we can achieve it?

PreethiG6447769_0-1791203166424.png

 

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PreethiG6447769
Tera Contributor
In response to michaelj_sherid

‎10-07-2026 11:53 PM

@michaelj_sherid , Requirement is when HR case is opened in workspace, At glance icon in contextual sidebar opens on load as default.

 

So agent asked any way to personalize so on load its not auto opened.

 

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michaelj_sherid
ServiceNow Employee
In response to PreethiG6447769

‎10-13-2026 12:20 PM

@PreethiG6447769  see my earlier response where you can set this as a preference.

 

If my answer has helped with your question, please mark my answer as an accepted solution and give a thumbs up.

Regards,

Mike

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sanjaygupta
Tera Guru

Thursday

Hi, the side panel in your screenshot is the contextual side panel of Agent Workspace for HR Case Management, and in the configurable workspace it is controlled in UI Builder. There are two ways to have it collapsed by default.

The first is a system-wide user preference, which affects all users who haven’t set their own.

  • Go to the User Preferences table (sys_user_preference.list) and create a new record.
  • Set Name to workspace.showAgentAssist, Type to String, leave User empty and check System.
  • Set the Value, then log in again in a new session to test.

The community sources I found disagree on the value to use. One blog post says true, and a reply in another thread says false with System checked. Because of that, test it in a sub-production instance and keep whichever value collapses the panel. A user’s own Show sidebar choice in Display Preferences will override this default.

The second is a component setting in UI Builder.

  • Go to All > Now Experience Framework > UI Builder and open the Agent Workspace for HR Case Management experience.
  • Duplicate the Case record page variant (Case SRP) first, since it is an out-of-box record.
  • Select the contextual sidebar component and look for a default collapse property in its configuration.
  • Save, activate your variant, and test with an HR agent account.

One community thread reports that with the component setting, the sidebar collapsed but left a blank area on the page, which was logged as a product problem (PRB1666041). If you see the same, the user preference route is the safer option.

If you share your release and workspace version, we can sharpen the steps.

Hope you found it helpful.

Sources:

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