Enable instance options for the Activity tab

  • Release version: Xanadu
  • Updated August 1, 2024
  • 1 minute to read

    • Format the work notes and add @mentions in the Activity tab on a standard ticket page.

    Before you begin

    Role required: sp_admin or admin

    You should add the Activity tab in the standard ticket configuration of a request type. For information on configuring tabs, see Configure the standard ticket page.

    Procedure

    1. Navigate to the request in Service Portal.
    2. Press Control and right-click anywhere in the Activity tab.
    3. Click Instance Options.
    4. Configure settings for the Activity tab.
      Table 1. Activity tab instance options
      Instance option Description
      Enable Rich Text Editor Option to enable formatting the work notes.
      Note:
      For the Ticket Form for Case (csm_ticket) page, the Activity tab options must be configured from the Activity tab configuration record of the sn_customerservice_case page.
      1. Navigate to All > Standard Ticket Configuration.
      2. Select the sn_customerservice_case record.
      3. In Tab Configurations, select the Activity tab configuration record.
      4. Edit the rich_text_editor widget parameter field.
      Enable @ Mentions (works only when Rich Text Editor is enabled) Option to enable mentioning the relevant people in work notes.
      Note:
      This option is applicable only when the Enable Rich Text Editor instance option is selected.
    5. Click Save.