How to keep the "Search Results" container collapsed/hidden by default on Record Producer in Service

masaki_ogawa
Tera Expert

an hour ago

Hi everyone,

I am trying to change the default behavior of the Contextual Search / AI Search results on a Record Producer in Employee Center / Service Portal.

 

[Current Behavior] 
When a user types keywords into the "Subject" field, the AI Search automatically triggers, and the "Search Results" container underneath expands immediately, pushing down the other form fields.
Currently, the search results are causing a huge noise and distracting users from entering information smoothly.

 

[Desired Behavior] 
We want to keep the "Search Results" container COLLAPSED or HIDDEN by default when it is triggered by typing.
We want the user to explicitly click a button or an accordion header to expand/show the results, rather than having it expand automatically.

masaki_ogawa_0-1779858528187.png

 

Thank you in advance!

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2 REPLIES 2

Tanushree Maiti
Giga Patron

46m ago

Hi @masaki_ogawa 

 

1. Ensure the system property com.snc.contextual_search.widget.form.open_collapsed_existing_records is set to true.

Refer: KB0813763 Prevent the Related Search Results (contextual Search) to expand on forms 

 

TanushreeMaiti_0-1779860122432.png

 

Please mark this response as Helpful & Accept it as solution if it assisted you with your question.
Regards
Tanushree Maiti
ServiceNow Technical Architect
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masaki_ogawa
Tera Expert
In response to Tanushree Maiti

38m ago

masaki_ogawa_0-1779860622305.png

Thanks for your comment.

I checked the property "com.snc.contextual_search.widget.form.open_collapsed_existing_records", but it was already set to "true".

Do you have any other solutions or workarounds in mind?

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