Article - Enabling Rich Comments in ServiceNow (Beyond Plain Text)

[arorsu1]

Anyone who has worked in ServiceNow knows this frustration:

You're trying to explain an issue clearly in a comment or work note…
But you can't paste a screenshot properly.
You can't format steps cleanly.
You can't add a nicely labeled hyperlink.

The standard journal fields are mostly plain text. That works for quick updates — but not for detailed explanations, troubleshooting steps, or user guidance.

This project introduces a lightweight rich text editor (Quill) inside a UI Page or modal, allowing users to:

• Paste screenshots

• Add clickable links

• Format text (bold, lists, headers)

• Structure troubleshooting steps clearly

• Share better, more readable updates

Instead of sending long blocks of unformatted text, teams can communicate in a clearer, more professional way.

Project: https://developer.servicenow.com/connect.do#!/share/contents/9890958_enabling_rich_comments_in_servi...

#Article

[yashkamde]

Nice @arorsu1 ,

Plz add 'Blog' or 'Article' as a prefix so readers can easily get if content is knowledge-based or a question.

[Ankur Bawiskar]

@arorsu1 

will this work in SOW?

Many customers use workspace for handling incidents, tickets, cases etc rather than using native.

If it works for workspace then it's great.

[arorsu1]

Hey @Ankur Bawiskar ,

It will function the same way; you just need to use g_modal instead of GlideModal everywhere it is referenced.