Portal Case Cards widget instance options form

Release version: Australia

Updated March 12, 2026

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Summary of Portal Case Cards widget instance options form

The Portal Case Cards widget instance options form allows ServiceNow customers to configure how case records are presented on portal pages. This configuration controls the data source, filtering, sorting, display style, and behavior of case cards, enabling tailored case management views for end users in the portal.

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Data Configuration

Customers can specify the source table for case records, defaulting to the Cases [sncustomerservicecase] table or its extended Complaint Case table. A customizable query filters which cases appear, with a default to cases awaiting information or resolved. Sorting options include selecting the field (default: Last updated) and order (default: z to a) to organize case display.

Presentation Settings

The widget’s title and subtitle can be customized to clearly label the case cards section on the portal. This helps users quickly identify the purpose of the widget.

Behavior Controls

Max Cases to Display: Limits the number of case cards shown, defaulting to 10, to manage widget size and focus.
Card Title: Sets the title displayed on each case card within the widget.
State Highlight Color: Defines the background and text color for different case states using hex codes, improving visual distinction of case status.
Card Display Style: Determines how each case card is shown, with options including showing case fields, latest activity, or title only. The default is to show the latest activity.
Select Case Fields: When choosing to show case fields, up to three predefined fields from the Cases table can be selected to display on each card.
Case View Page: Specifies the portal page opened when a case card is clicked, defaulting to the Case (csmticket) page for detailed case information.
View All Page: Allows configuration of a page to display all cases when users select “View all.” This option appears only if the query returns more cases than the max display limit and a page is selected.
Hide Empty Case Widget: Optionally hides the widget if no case records are available, preventing empty displays.
Empty State Text: Customizes the message shown within the widget when no cases exist and the widget is not hidden. The default message is “No updates right now.”

Benefits for ServiceNow Customers

This configuration form empowers ServiceNow customers to tailor their portal case management experience by controlling which cases appear, how they are sorted and displayed, and the widget’s behavior when no cases exist. It ensures relevant case information is clearly presented to portal users, improving visibility into case status and activity while providing a professional, user-friendly interface.

Instance options enable you to configure the Portal Case Cards widget on a portal page.

Table 1. Data fields on the Instance form
Instance option	Description
Case Table	Table from which the records shown as case cards on the widget are selected. By default, this field is set to the Cases [sn_customerservice_case] table and the extended table is Complaint Case [sn_complaint_case].
Query	Query to filter the case records. The default query shows cases that are awaiting information or are resolved. Note: If no query is provided, all case records are displayed in the widget. For more information, see Generate an encoded query string through a filter.
Sort by	Field in the Cases [sn_customerservice_case] table that determines the field by which cases are sorted when displayed on the widget. The default value is Last updated.
Sort Order	The order in which the cases appear on the widget. The available options are: z to a a to z The default sort order is z to a. Note: Currently, if you select None, the order is set to z to a.

Table 2. Presentation fields on the Instance form
Instance option	Description
Title	Required title of a Portal Case cards widget. The default text is `Track case updates`.
Description	Subtitle that appears below the heading.

Table 3. Behavior fields on the Instance form
Instance option	Description
Max Cases to Display	Number of cases to appear by default on the widget. The default value is 10.
Card Title	Required title of the Case Cards widget.
State Highlight Color	Color of the background and text for the different states of a case in hex code format.
Card Display style	Display style for a case card inside the widget. The available options are: Show case fields Show latest activity Title only The default display style is Show the latest activity Note: Currently, if you select None, the display style is set to Show latest activity.
Select Case Fields	Display case fields for a case card in the widget, which are chosen from a set of predefined set of fields in the Cases [sn_customerservice_case] table. You can show a maximum of three fields. This field is available only when Show case fields is selected from Card display style.
Case View Page	The portal page that displays the details of a case record when the case card is accessed. By default, this field is set to the Case (csm_ticket) page.
View All Page	Option to display all cases when View all is accessed on the widget. The View all option on the Portal Case Cards widget is displayed under the following conditions: The number of cases resulting from the query provided in the Query field is more than the defined value in the Max Cases to Display field A page has been selected from a set of predefined set of pages
Hide Empty Case Widget	Option to hide the widget when no records are available to display. If this option isn’t selected, an empty widget shows the text defined in the Empty State Text option.
Empty State Text	The text displayed in the widget when Hide Empty Case Widget isn’t selected and the widget has no records to display. The default text is `No updates right now`.