Hi Community,
We recently raised a HI ticket with ServiceNow and noticed that their standard ticket widget for CSM cases includes several impressive features that we’d like to replicate in our own implementation. Specifically, we observed:
- A swimlane at the top displaying the case states.
- As the customer who raised the case, I can update certain fields like:
- Watchlist
- Affected instances
- Case contacts
- An updated attachments UI with a “Drag and drop or browse” option.
- A Details tab showing the form we initially submitted — which we typically implement using the sp-variable-editor widget in the tab configuration of the standard ticket but that is usually read only for all the users other than admins
My main question is: how can we achieve all of these features in our own CSM implementation?
Specifically:
- How can we allow customers to update certain fields in the variable editor without modifying ACLs on the question_answer table?
- How are these variable updates mapped back to the Case fields when the Save button is clicked?
- Are these features part of an out-of-the-box widget, or are they customizations?
Any guidance or best practices would be greatly appreciated.
