Portal Case Cards widget instance options form

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Portal Case Cards Widget Instance Options Form

    The Portal Case Cards widget allows ServiceNow customers to display and manage case records on a portal page. Instance options enable configuration of various aspects of the widget to tailor its functionality and appearance to meet specific needs.

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    Key Features

    • Case Table: Specifies the source table for case records, defaulting to Cases [sncustomerservicecase].
    • Query: Allows filtering of records, with a default that shows cases awaiting information or resolved. Without a query, all cases are displayed.
    • Sort by: Determines the sorting field; defaults to 'Last updated'.
    • Sort Order: Options for case display order, with a default of 'z to a'.
    • Max Cases to Display: Sets the number of cases shown by default, with a default of 10.
    • Card Display Style: Options include showing case fields or latest activity; defaults to showing latest activity.
    • Case View Page: Defines the portal page for case details, defaulting to the Case (csmticket) page.
    • Hide Empty Case Widget: Option to hide the widget if no records are available; otherwise, displays a defined message.
    • Empty State Text: Message displayed when no records are shown, defaulting to "No updates right now".

    Key Outcomes

    By configuring the Portal Case Cards widget, customers can effectively manage how case records are presented, ensuring users have a clear and organized view of updates. This customization enhances user experience and allows for better tracking and interaction with case statuses on the portal.

    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.