Priority of incident change in support portal priority value display in page id=ticket is different

[KripaV]

Hi all,

When the incident priority is manually change from priority 1 to priority 2 that change is not display in support portal page id=ticket. widget name= "ticket field" shows correct priority but widget name= " Variable Summarizer" shows previous value.

Can anyone help to fix this issue?

[Ankur Bawiskar · Accepted solution]

@KripaV 

Please investigate that and then the debugging steps we shared should help you.

[KripaV]

Apologies I don't know its a field from INC or variable from record producer.

[Ankur Bawiskar · Accepted solution]

@KripaV 

Please investigate that and then the debugging steps we shared should help you.

[KripaV]

Hi Ankur,

In Ticket fields widget values from INC field and Variable summarizer values from record producer.

[KripaV · Accepted solution]

Hi all,

I found the solution for this issue.

The variable summarizer widget take values from Record Producer its not update the changes made. So what I do is in Ticket fields widget we need to hide Variable summarizer widget and add columns we need to display in Ticket field widget. 

1. hide variable summarizer widget in HTML of Ticket fields widget

2. Add needed field in Ticket fields widgets(Server Script)

Now its will display correct value of each field each if the values are change.

Many Thanks to all.