How to show additional fields for request/incident in the agent chat window

[Rajendra Bagad2]

User post any tickets or request number in the chat from portal like shown in the below picture.

In the backend, Agent is getting the details of the request in his/her workspace chat window.

We have another custom field on the incident table e.g. chat interaction number, How to get this custom reference field in the agent chat window as a reference? Please suggest.

[Arpan Baishya · Accepted solution]

Hi @Rajendra Bagad2,

This link might help you out - How to change card view on the Agent chat? - Support and Troubleshooting (servicenow.com).

You could check if you already have a view with the name 'connect' on the UI View [sys_ui_view] table first. If it's present, check under the 'Lists' related tab if you have an entry for the Incident table. Depending on whether it's there or not, you may either modify it or create a new entry using List Layout (as mentioned in the article).

Let me know if this helped you.

[Badal Khojare]

Hi @Rajendra Bagad2 ,

You can try to achieve this  via Before insert Business rule on incident table or a Script Include. Check if there is a field on Interaction table that specifies Incident number. Then Glide the Interaction table, take the Inc number from the field and insert in your custom field on incident table.