Portal Case Cards widget instance options form

  • Release version: Yokohama
  • Updated January 30, 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 ServiceNow customers to configure how case records are displayed on a portal page. This configuration includes selecting the data source, filtering and sorting cases, setting presentation details, and controlling widget behavior. These options enable portal users to track case updates efficiently and tailor the widget to specific business needs.

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    Data Configuration

    • Case Table: Selects the table from which case records are retrieved. The default is the Cases [sncustomerservicecase] table, with Complaint Case [sncomplaintcase] as an extension.
    • Query: Filters which cases are shown. By default, it displays cases awaiting information or resolved. If left blank, all case records appear.
    • Sort By: Determines the field used to order cases, defaulting to "Last updated".
    • Sort Order: Sets the order (descending "z to a" or ascending "a to z"), with "z to a" as the default.

    Presentation Settings

    • Title: The main heading for the widget; defaults to "Track case updates".
    • Description: A subtitle displayed beneath the title to provide additional context.

    Behavior Settings

    • Max Cases to Display: Limits the number of case cards shown, defaulting to 10.
    • Card Title: Title displayed on individual case cards.
    • State Highlight Color: Specifies hex color codes for background and text highlighting different case states.
    • Card Display Style: Controls how case cards appear, with options including "Show case fields," "Show latest activity," and "Title only." The default is "Show latest activity."
    • Select Case Fields: When "Show case fields" is selected, up to three predefined case fields can be displayed on each card.
    • Case View Page: Defines the portal page shown when a case card is clicked, defaulting to the "Case (csmticket)" page.
    • View All Page: Enables a "View all" link when the number of cases exceeds the maximum display limit, directing users to a predefined page.
    • Hide Empty Case Widget: Optionally hides the widget if no case records are available. If not selected, the widget shows an empty state message.
    • Empty State Text: Customizable text displayed when no cases are present and the widget is not hidden. Defaults to "No updates right now."

    Practical Benefits for ServiceNow Customers

    By configuring these instance options, customers can tailor the Portal Case Cards widget to highlight relevant case information, improve user navigation to case details, and control the visual presentation for better user engagement. This flexibility supports efficient case tracking and enhances the portal experience for end users.

    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.