In Service Portal, a multi-line text field does not resize to display all content when using the form widget. There is a resize icon available on the field, however, it does not allow for vertical resizing, only horizontal. This becomes problematic when the field is set to read-only because there is no way to view the entire contents of the field.


Steps to Reproduce


  1. Ensure that Service Portal is activated
  2. Create a problem record with large content in the Description field.
  3. Switch to the /sp?id=form view of the record.
    Notice the Description field does not resize to show content. If the field were read-only, the content is unreadable.

    Alternative steps:
  1. Navigate to Incident > All.
  2. Open an Incident record.
  3. Click the menu icon and select View > Service Portal.
  4. Click the menu icon and select Configure > Form Layout.
  5. Add the Description field.
    The Description field is set, by default, to 4000 characters.
  6. In the Description field, add text containing more than 1000 characters.
  7. Right-click in the header bar and select Save.
  8. Obtain the sys_id by right-clicking in the header and selecting Copy sys_id.
  9. Set the field to read-only by configuring the dictionary or using a UI Policy/Client Script.
  10. Right-click in the header bar and select Save.
  11. Visit the Service Portal page: 
    /sp?id=form&table=incident&sys_id=<sys_id from step 8>

    Notice the Description field only resizes horizontally and all content cannot be viewed.



This problem was fixed in Jakarta. A workaround to use on earlier releases is the following:

  1. Zoom out by pressing the Command and minus sign (-) key on the keyboard until all the content of Description field is visible.
  2. Once finished reviewing the content, return to normal zoom by pressing the Command and 0 number keys on the keyboard.


Related Problem: PRB746327

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Fixed In


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Article Information

Last Updated:2018-03-18 19:56:31