Portal Case Cards widget instance options form

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Portal Case Cards widget instance options form

    The Portal Case Cards widget instance options form allows you to configure how case records are displayed on a ServiceNow portal page. It lets you customize data selection, presentation, and behavior to tailor the widget to your users’ needs, enhancing case visibility and management.

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    Data Configuration

    You can specify the source of case records by selecting the case table (defaulting to Cases [sncustomerservicecase] or its extension Complaint Case [sncomplaintcase]). Use the Query field to filter cases, with a default filter showing cases awaiting information or resolved. If no query is provided, all cases are displayed.

    Sorting options include choosing the field (default is Last updated) and order (z to a by default) to control the sequence of cases shown.

    Presentation Settings

    Customize the widget’s title (default is Track case updates) and add a descriptive subtitle below the heading. These elements help users understand the widget’s purpose on the portal page.

    Behavior Controls

    • Max Cases to Display: Limits how many cases appear initially (default is 10).
    • Card Title: Sets the title shown on each case card.
    • State Highlight Color: Defines the background and text color representing different case states, enhancing visual differentiation.
    • Card Display Style: Controls how case information is shown on cards with three options: Show case fields, Show latest activity (default), or Title only. If "Show case fields" is selected, you can choose up to three predefined case fields to display.
    • Case View Page: Specifies the portal page displaying detailed case information when a card is selected (default is Case (csmticket) page).
    • View All Page: Displays a page listing all cases when the number of cases exceeds the max display limit. This option is only available if a predefined page is selected.
    • Hide Empty Case Widget: Optionally hides the widget if no cases match the query, preventing empty displays. If not selected, a customizable message (default: No updates right now) appears.

    Practical Benefits

    These configurable options enable ServiceNow customers to effectively manage and display case records on portal pages, ensuring relevant cases are surfaced and presented in a clear, user-friendly manner. The ability to filter, sort, and style cases empowers portal administrators to deliver timely case updates and improve user engagement with case data.

    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.