ServiceNow Markdown Composer

ServiceNow Markdown Composer transforms how you write comments and work notes in ServiceNow. Instead of struggling with plain text fields, get a full-featured markdown editor with live preview, rich formatting tools, templates, image uploads, and more — all inside a polished modal that works seamlessly with your existing ServiceNow workflow.

Whether you're documenting case resolutions, writing detailed work notes, or communicating with customers, this extension helps you produce clean, professionally formatted content in seconds.

WHY INSTALL THIS EXTENSION?

If you use ServiceNow daily, you know the pain: plain text fields with no formatting, no preview, and no way to structure your thoughts. Copy-pasting from external editors breaks formatting. Writing HTML by hand is tedious.

ServiceNow Markdown Composer solves this by giving you a dedicated writing environment — right inside ServiceNow — with everything you need to write well-formatted comments efficiently.

CORE FEATURES

Write & Preview Side-by-Side
Open the composer on any ServiceNow case and get a split-pane editor: write markdown on the left, see the formatted HTML preview on the right — updated in real time as you type.

Rich Formatting Toolbar
One-click buttons for all common formatting:
- Bold, Italic, Underline, Strikethrough, Highlight
- Headings (H1, H2, H3)
- Ordered and Unordered Lists (works on multi-line selections)
- Links, Code Blocks, Inline Code
- Blockquotes, Tables, Horizontal Rules

All buttons also work as toggles — click once to apply, click again to remove.

Keyboard Shortcuts
Work faster with familiar shortcuts:
- Ctrl+B (Bold), Ctrl+I (Italic), Ctrl+U (Underline)
- Ctrl+K (Insert Link), Ctrl+F (Find & Replace)
- Ctrl+Shift+H (Highlight)
- Ctrl+Enter (Insert to Comments)
- Alt+Enter (Insert to Work Notes)
- Ctrl+Shift+Enter (Insert to Resolution Notes)
- Escape to close

@Mention Autocomplete
Type @ followed by a name to search and mention ServiceNow users. The extension pre-fetches users from the case context (watchlist, assigned-to, caller, etc.) so relevant names appear first. Works even when opening cases by case number.

Image Upload
Click the image button to upload images directly as ServiceNow attachments. Images appear in the preview and are embedded in the final output. Supports drag-and-drop-style file selection with interactive image resizing.

Find & Replace
Built-in search with Ctrl+F — find text, replace individual occurrences or all at once, right inside the editor.

PRODUCTIVITY FEATURES

Reusable Templates
Save frequently used responses as templates. Templates support dynamic variables with the {{variable}} syntax — when you insert a template, you'll be prompted to fill in each variable. Track usage counts to see which templates you use most.

Dynamic Signature
Configure a personal signature that auto-appends to your comments and resolution notes. Supports dynamic placeholders:
- {{user_name}}, {{user_first_name}}, {{user_last_name}}
- {{user_email}}, {{user_title}}, {{date}}

Smart duplicate detection prevents the same signature from being added twice.

Draft Auto-Save
Never lose your work. The composer automatically saves drafts per case with a 12-hour TTL. If you close the composer or navigate away, your draft is waiting when you come back. A timestamp shows when the draft was last saved.

Field Sync Selector
Choose which ServiceNow field to target: Additional Comments, Work Notes, or Resolution Notes. The extension remembers your preference across sessions. On first use, a friendly prompt helps you pick your default.

Resizable Composer
Need more room? Click the resize button to cycle through three sizes:
- 1x (default) — standard modal
- 1.5x — larger for detailed responses
- 2x — near full-screen for long-form content

Your preferred size is remembered across sessions. Smooth animations between all sizes.

EDITOR QUALITY

- Line wrapping for comfortable editing of long text
- Full markdown syntax highlighting via CodeMirror 6
- Line numbers in the editor gutter
- Automatic import of existing field content (HTML converted to markdown)
- Dark mode with full theme support for editor and preview

SERVICENOW COMPATIBILITY

Works everywhere in ServiceNow:
- Classic UI (nav_to.do URLs)
- CWF Agent Workspace (Configurable Workspace Framework)
- Cases opened by case number or sys_id
- Shadow DOM fields in modern ServiceNow layouts
- Additional Comments, Work Notes, and Resolution Notes fields

The extension automatically detects your ServiceNow context using multiple strategies, so features like @mentions and draft saving work regardless of how you navigate to a case.

INSERT OPTIONS

Multiple ways to use your formatted content:
- Insert to Comments — with signature (if enabled)
- Insert to Work Notes — without signature
- Insert to Resolution Notes — with signature (if enabled)
- Insert & Copy — inserts AND copies formatted HTML to clipboard
- Clear All Formatting — strips markdown to plain text

Use the split button in the footer or keyboard shortcuts for fast insertion.

SETTINGS & CUSTOMIZATION

- Dark/Light mode toggle (persists across sessions)
- Signature enable/disable with custom text editor
- Template management (create, edit, delete)
- Field sync preference
- Composer size preference
- All settings saved to Chrome storage

GETTING STARTED

1. Install the extension
2. Navigate to any ServiceNow case
3. Click on any comment or work notes field — the Markdown Composer button appears
4. Click to open the composer and start writing
5. Use the toolbar or keyboard shortcuts to format your content
6. Click Insert to push formatted content into the ServiceNow field

The extension works out of the box with zero configuration. Customize templates, signatures, and preferences as you go.

IDEAL FOR

- ServiceNow agents writing case comments and work notes daily
- Support teams that need consistent, well-formatted responses
- Anyone who wants to write faster and better in ServiceNow

VERSION HISTORY

v1.0.9
CWF Workspace Overhaul, Analytics Suite & UX Improvements

CWF Toolbar Composer: Single static button in Canvas Toolbar replaces per-field buttons. Copy-only mode — "Copy to Clipboard" as primary action
Esc to Copy & Close: New setting (default OFF). Press Esc to copy formatted content with signature and close composer
Chrome Commands API: Cmd+Shift+M registered at browser level — works inside TinyMCE iframes and closed shadow roots
Focus Restoration: Cursor returns to the original field after closing composer (via page-bridge shadow root traversal)
Draggable Window: Drag the toolbar to reposition the composer. Double-click toolbar to reset to center
Scroll Sync: Proportional scroll sync between Write and Preview panes
Ask Claude: Button copies content with rewrite prompt to clipboard and opens claude.ai — zero API keys, zero data storage
Add to Dictionary Fix: Spell check "Add to Dictionary" action now works correctly (CM6 tooltips rendered inside shadow DOM)
Paste Strips [code] Tags: Re-pasting esc-copy output into the editor automatically removes [code]/[/code] wrapper
URL Parentheses Fix: Markdown links with () in URLs (e.g., Wikipedia) now render correctly
Draft Persists on Copy: Drafts no longer cleared after copy — only cleared via explicit "Clear" button, Insert, or 12h TTL
Dynamic CWF Detection: isCWFWorkspace is a live getter — handles SPA navigation from home page to CWF workspace
Extension Context Fix: Analytics gracefully handles chrome.runtime invalidation after extension reload
Auto-save Interval: Reduced from 5 seconds to 2 seconds

v1.0.8
Draggable Window

Privacy fix: removed template names from analytics events
Draggable composer window
URL parentheses fix for markdown links

v1.0.7
CWF Toolbar Pivot & Encryption Migration

CWF workspace: single toolbar button with copy-only composer mode
Esc-copy setting with configurable toggle in popup
Chrome commands API for keyboard shortcut (Cmd+Shift+M)
Page-bridge shadow root interception (attachShadow override)
Focus save/restore via page-bridge through closed shadow roots
Dynamic isCWFWorkspace getter for SPA navigation
Per-field buttons suppressed in CWF workspace (including sub-iframes)
Double-composer prevention (keydown + Chrome command debounce)
Extension context invalidation handled gracefully
Auto-save interval reduced to 2 seconds
IndexedDB storage for drafts, encryption keys, attachments, dictionary
AES-256-GCM encryption key migrated to non-extractable CryptoKey in IndexedDB

v1.0.6
CWF Sync, Close Notes & Draft Preservation

Fix CWF field sync: content no longer leaks between Case and CaseTask
Fix close_notes selector for Resolution Notes field
Fix field switch draft preservation — switching between Comments/Work Notes retains drafts
Fix CSS leak into ServiceNow pages from shadow DOM extension
AES-256-GCM encryption for sensitive data at rest (drafts, signatures, templates, dictionary)
Fix keyboard shortcuts broken by SNUtils event propagation fix
Spell check settings: dictionary preload option, popup toggles

v1.0.5
- Composer resize toggle (1x / 1.5x / 2x) with persistent preference
- Line wrapping in editor for long text
- First-run field sync prompt
- Multi-line list formatting fix
- @mention fix for cases opened by number
- Code refactoring and performance optimizations

v1.0.4
- Code refactoring for maintainability (DRY helpers)
- Performance: faster composer open (parallel storage reads)
- Memory leak fix in keyboard shortcuts
- Bottom toolbar button size normalization

v1.0.3
- Case-level draft auto-save with 12-hour TTL
- User title in dynamic signature
- Sync dropdown fix for CWF Workspace

v1.0.2
- MAIN world page bridge for CWF compatibility
- Signature auto-append for Resolution Notes
- Ctrl+Shift+Enter shortcut for Resolution Notes

v1.0.1
- @mention autocomplete with case-context users
- CWF Agent View support with shadow DOM traversal
- Image resizing improvements
- Resolution Notes insert support
- Updated icons and removed unused permissions