Skip to content
Configure the standard ticket page › Standard ticket page › Creating portal pages › Configuring Service Portal › Service Portal › Configure UIs and portals › Configure user experiences
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Enable instance options for the Activity tab

Format the work notes and add @mentions in the Activity tab on a standard ticket page.

Before you begin

Role required: sp_admin or admin

You should add the Activity tab in the standard ticket configuration of a request type. For information on configuring tabs, see Configure the standard ticket page.

Procedure

  1. Navigate to the request in Service Portal.

  2. Press Control and right-click anywhere in the Activity tab.

  3. Click Instance Options.

  4. Configure settings for the Activity tab.

Instance optionDescription
Enable Rich Text Editor

Option to enable formatting the work notes.Note:

For the Ticket Form for Case (csm_ticket) page, the Activity tab options must be configured from the Activity tab configuration record of the sn_customerservice_case page.

  1. Navigate to All > Standard Ticket Configuration.
  2. Select the sn_customerservice_case record.
  3. In Tab Configurations, select the Activity tab configuration record.
  4. Edit the rich_text_editor widget parameter field.
Enable @ Mentions \(works only when Rich Text Editor is enabled\)Option to enable mentioning the relevant people in work notes.Note: This option is applicable only when the Enable Rich Text Editor instance option is selected.
  1. Click Save.

Parent Topic:Configure the standard ticket page