Hello,
Is it possible to set the Case Timeline Ribbon to be minimized (collapsed) by default when you view a Case? It takes up a lot of vertical screen space and creates a poor user experience for our ER team. The only solution I have come across is to disable it, however, it does show valuable information at a high level.
Expanded (default):
Collapsed:
Regards,
Jeremy
Yes, you can collapse it by default. In UI Builder for Agent Workspace, open the "Case SRP" record. I duplicated it for this test, so I still have the OOB version. Make sure you are in the correct application scope.
If you duplicate also, be sure to update the Settings on your version to have Order value of 0, so that's the one that is used.
You may need to enter the test table and sys_id for the case too, at the top.
Select the Ribbon component. You'll see on the Configuration there is a "Collapse ribbon" setting.
Click on the Collapse ribbon configuration to show the edit, bind data, and script options
Select edit and it should show toggle to collapse - turn that on. The ribbon on ER cases should now be collapsed by default.
Be sure to refresh your view in Agent Workspace, as well as making sure your version of the record is being used (Order is lowest value of all versions of the case record).
Yes, you can collapse it by default. In UI Builder for Agent Workspace, open the "Case SRP" record. I duplicated it for this test, so I still have the OOB version. Make sure you are in the correct application scope.
If you duplicate also, be sure to update the Settings on your version to have Order value of 0, so that's the one that is used.
You may need to enter the test table and sys_id for the case too, at the top.
Select the Ribbon component. You'll see on the Configuration there is a "Collapse ribbon" setting.
Click on the Collapse ribbon configuration to show the edit, bind data, and script options
Select edit and it should show toggle to collapse - turn that on. The ribbon on ER cases should now be collapsed by default.
Be sure to refresh your view in Agent Workspace, as well as making sure your version of the record is being used (Order is lowest value of all versions of the case record).
Hi @Susan Britt! Thank you for the instructions. I was able to do this successfully in my PDI. Unfortunately, our organization isn't willing to duplicate the Case SRP Form to make this change. It's a bummer that ServiceNow has a read-only protection policy on the variant.
