Single-line text variable is displayed as a multi-line text variable in Service Portal.

Steps to Reproduce


  1. Navigate to Incident > All.
  2. Open any incident record.
  3. Right-click on the Short description field label and select Configure Dictionary.
  4. In Max length, change the value to 1600.
  5. Click Update.
  6. Navigate to Service Catalog > Catalog Definitions > Record Producers.
  7. Open the record producer named Report an Issue.
  8. Note that there are two listed:
    • Description: Single Line text that maps to field Short Description from Incident table
    • Additional Information: Multi Line text that maps to field Additional Comments  from Incident table
  9. Click Try it.
    Note that both fields are appear as expected with a single-line text field for the the Description and multi-line text field for Additional Information.

  10. Navigate to Service Portal (https://<yourinstancename>.service-now.com/sp).
  11. Click Get Help.
  12. Under Categories, click Can We Help You?.
  13. Click Report an Issue.
    Note that the Description field is displayed as a multi-line text field when it should be displayed as a single-line text field. 



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Related Problem: PRB1160710

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Fixed In


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Article Information

Last Updated:2017-12-12 13:27:53