question Re: Ticket widget that shows full field text in Developer forum

Ticket widget that shows full field text

Biddaum — Sun, 05 Mar 2023 23:03:00 GMT

We are using the out of the box widgets to show ticket details to our clients, however we have a number of comments from them that the information in the tickets are hard to see. Particularly the description field.

What we get is a few words shown and the only way to see the entire description field text is to hover the mouse over and make it come up in a chat bubble.

Like this:

Has anyone got an edited widget that shows the entire description field, or a widget that displays this correctly?

Re: Ticket widget that shows full field text

Allen Andreas — Mon, 06 Mar 2023 02:19:15 GMT

Hi,

If possible, I wouldn't recommend editing the out of box widget or using a custom widget for this unless absolutely necessary. With that said, you can follow the documentation here: https://docs.servicenow.com/bundle/rome-servicenow-platform/page/build/service-portal/task/configure-st-page.html - to configure the standard ticket widget for this table of records (i.e., Incident). You can select the description field to be "Description" and then set it to always show. This will present a "Show more" drop-down on the ticket and you can see more information from that field (description):

Re: Ticket widget that shows full field text

Biddaum — Mon, 06 Mar 2023 02:56:42 GMT

Thanks @Allen Andreas , things like this keep showing me how much I still don't know (not just about the coding lol), I had no idea about the Standard ticket configuration - very helpful and gets me 90% of the way there, but I now have 2 more questions.

The description text comes out completely unformatted - ie: one blob of text with no carriage returns/paragraphs.
eg:
Is it possible to make the "Show more" start out as expanded?

Re: Ticket widget that shows full field text

Biddaum — Mon, 06 Mar 2023 05:58:18 GMT

I've managed to make it show as expanded always, just the format of the text is an issue now

Re: Ticket widget that shows full field text

Allen Andreas — Mon, 06 Mar 2023 14:37:28 GMT

Hi,

Glad I could help 🙂

It would seem you customized the widget to make it always expanded?

In any case, for the text formatting, can you show an example of it being "formatted" in the description field? Those are normally just multi-line string fields and so there isn't any HTML there and commonly description fields are multi-paragraphs anyway. I would recommend presenting this to the customer/client/whomever as it exists now and seeing what they think before going much further? This is a pretty good enhancement from the 25 character truncation that you had originally?

Re: Ticket widget that shows full field text

Community Alums — Mon, 06 Mar 2023 15:23:36 GMT

Hi @Biddaum ,

Unfortunately, OOTB I don't think any configuration allows you to expand that field.

Re: Ticket widget that shows full field text

Biddaum — Tue, 07 Mar 2023 02:11:33 GMT

Thanks @Allen Andreas yes I had to clone the oob widget and change one word from false to true. So pretty much still oob, but yes it's not the oob widget.

Re: Ticket widget that shows full field text

Hemanth Kumar G — Tue, 14 Nov 2023 07:15:01 GMT

How you managed it to show expanded always.

Re: Ticket widget that shows full field text

Biddaum — Fri, 17 Nov 2023 05:07:26 GMT

@Hemanth Kumar G as I mentioned in my reply, I had to clone the OOTB widget - New Standard Ticket Header .

Clone it, update line 46 of the cloned widget, so

Save the new widget, update the page to use the new widget rather than the ootb one.