Collapse variable sections by default when opening an RITM

[Puneet Hegde1]

Hi all,

In ServiceNow, when I open a Requested Item (RITM) in the platform UI, the Variables area loads with variable sets expanded by default (e.g., User Info, Reservation Details).

I want the variable sets to be collapsed/minimised by default when the RITM form loads, so agents can expand only when needed.

Current behaviour (undesired)

• Variable sets under Variables automatically expand when the RITM loads.

• This makes the RITM form very long and pushes important fields down.

Expected behavior

• Variable sets should be collapsed by default on initial load.

• Users can click “+” to expand a section when required.

Screenshots (for reference)

• Before (collapsed view desired): variable sets show with “+” and are minimised.

• After (current behavior): variable sets open automatically and all variables are visible.

What I’m looking for

What is the best practice / OOB way to achieve this?

• Is there a supported configuration to collapse variable sets by default on RITM?

• If not, what’s the recommended approach?

  • UI Policy / Client Script?

  • Catalogue UI Macro / Variable set config?

  • Workspace vs Platform differences?

  • Any known limitations?

If anyone has done this before, please share what worked (and where it should be implemented).

Thanks!

[Ankur Bawiskar · Accepted solution]

@Puneet Hegde1 

I don't think OOTB any config is available to auto-minimize it

You can create onLoad client script on RITM and use DOM manipulation to minimize that in native

Note: DOM manipulation is not recommended practice and won't work on workspace

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