Help Text Placement for Zurich Hot Patch 4

AdrianR3 · a month ago

Issue: After Zurich Hot Patch 4, help text for form fields is displayed beside the question label instead of below the input field. This layout can confuse users and does not follow standard UI guidelines.

Impact: Misaligned help text reduces clarity

Expected Behavior: Help text should appear directly below the question or as a tooltip, not in a separate floating box beside the label.

AdrianR3 · 4 weeks ago

UPDATE:

This is documented issue, and a fix it coming in the Australia version.

See workaround.

View solution in original post

AdrianR3 · 3 weeks ago

This worked in our instance. Just added it in the portal theme

jmiskey · 3 weeks ago

We got it to work now! So it turned out the issue was that we applied it to the wrong theme. I was not involved with the initial creation/roll-out of our Service Portals, so I wasn't certain which theme it was using. I tried a few that looked promising from their names, but it was the wrong one. The key piece that to identifying which themes to apply it to was to go to the Service Portals table in ServiceNow. That shows all the portals and which themes they use. Once we saw that, we were able to update the proper one, and it works again!

Also note - I found out in my discussion with the ServiceNow Rep that they will also be fixing this in Zurich Patch 5. So those not wanting to do the workaround do not need to wait for Austrailia for the fix!

lopesmmilena · a week ago

Hi Adrian,

Do you have the link of the KB of this Known Error?

I cannot find it by searching the problem number.

Thanks!

Trevor Jerue1 · 2 weeks ago

I was able to apply the new CSS and validated it now loads as expected. Thanks @AdrianR3 for posting the full details of the workaround.

Alex Chan · Monday

A KB article related to this issue has been published in the support portal. There's a step-by-step workaround included in the article.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2700084