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

[RahulY540869603]

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.

   

[NancyH1]

@Mathijs Thankyou for the update.  When I attempt to open PRB1878360, I receive 'record not found'.  Can you confirm the link and/or attach a copy?  Thanks.

[Lynda1]

There are times a PRB is not searchable until it is marked as known problem. I just looked at it appears not to be marked as a known problem yet.

[SusanWinKY]

For what it's worth, we just upgraded to Xanadu Patch 8 and the problem is there, too. I hope ServiceNow Support will provide a workaround/fix we can implement ourselves. I have not found mention of this in any release notes.

[Lynda1]

FYI - I am currently testing Yokohama, I do have that issue. However, when the browser is not zoomed out, so zoom is 100% the Show more does not appear.  I usually have the zoom set at 80% and that is when I see the Show More.

[Lynda1]

I changed the computer display settings to 125%, the "Recommended" is 150%, I can have the browser zoom to anything and not get the Show More