Unexpected "Show More/Show Less" Button in VA msgs and Branding Icon Changes in Virtual Agent

RahulY540869603
Tera Contributor

‎03-26-2025 12:07 AM

Hello ServiceNow Community,

I recently noticed some changes in our ServiceNow instance, specifically within the Virtual Agent (VA) conversations. A "show more/show less" button has appeared in the conversation messages, and some of our branding icons have also been altered. These changes were not part of any planned updates from our side.

Could anyone help me understand the following:

  1. Reason for the "Show More/Less" Button: Has there been a recent update or feature release that introduced this button in VA conversations? If so, where can I find more details about it?

  2. Branding Icon Changes: What could be causing the changes to our branding icons? Are there any recent updates or known issues that might have triggered this?

  3. Reverting or Customizing Changes: How can I revert these changes or customize them to align with our organization's preferences? Any guidance on where to look or specific settings to adjust would be greatly appreciated.

    RahulY540869603_0-1742972812439.png

     

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Mathijs
Tera Contributor
In response to Mathijs

‎04-08-2025 12:38 AM

Hi @NancyH1  and @Lynda1,

The issue is still under investigation by a developer. I have created a case in ServiceNow for this matter.

Additionally, I would like to mention that since Xanadu Patch 7, the "New messages below" button appears oversized. I have also created a case for this issue, and ServiceNow has linked a problem number to it: PRB1866717.

 

 

Wayne Richmond
Tera Guru
In response to Mathijs

‎05-23-2025 02:40 AM

In Yokohama patch 3 there will be the option to turn it off: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2042752

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Chris D
Kilo Sage
Kilo Sage

‎04-07-2025 03:06 PM

Subscribing for any updates. We just upgraded from Washington DC to Yokohama and I just noticed the Show More in quick peek of our Greetings topic - but clicking them doesn't actually Show More - the whole message is already visible...

Fwiw one message is two lines long and the other is four lines long - I would suspect that the design would condense text greater than a certain character or line count so this seems like a bug to me.

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RahulY540869603
Tera Contributor

‎04-07-2025 11:49 PM

I have also observed that the "Show More/Less" button works correctly for longer sentences in VA messages. However, it seems to be appearing unnecessarily for shorter messages as well, which indeed looks like a bug.

Mathijs
Tera Contributor

‎04-10-2025 04:07 AM

Hi @RahulY540869603 , @Lynda1 , @Chris D , @NancyH1  and @Dr Atul G- LNG 

An update from ServiceNow:


During a call, it was confirmed that the issue is a known defect on the platform, and the development team has logged it as PRB1878360.

There is an option that will be become available to turn off 'show more' for the text node link after Yokohoma Patch 3/ Xanadu Patch 9; this should remove the 'show more' link.

Currently, the problem is under investigation, and there is no estimated time of arrival (ETA) or workaround provided at this moment.

Next Step: Development team will be contacted to inquire if they can provide any workaround for this issue or aim to resolve it in Xanadu Patch 7 or Xanadu Patch 7 Hotfix.