How Can We Create a Standard Ticket Page Similar to What ServiceNow Uses for Support?

Ashu_8871
Tera Contributor

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:

  1. A swimlane at the top displaying the case states.
  2. As the customer who raised the case, I can update certain fields like:
    • Watchlist
    • Affected instances
    • Case contacts
  3. An updated attachments UI with a “Drag and drop or browse” option.
  4. 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.

 

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