Hello everyone,
I am working on a CSM portal where external customers can submit Catalog Items. We are using the OOTB functionality where submitting a Catalog Item automatically creates a Case + REQ + RITM linked together.
The Setup:
The external client only has access to the Case record on the portal.
OOTB, the variables are stored and displayed on the RITM.
I want the customer to be able to see these variables directly on the Case record, ideally under the "Options" tab (in the ticket fields widget)
What I've tried: I have configured the Standard Ticket Configuration for the sn_customerservice_case table and added a "Variable Summarizer" tab. However, the variables do not appear under the Options menu as expected.
Question: Has anyone successfully displayed RITM variables on the parent Case record using the Standard Ticket Configuration? Is there a specific configuration I'm missing to bridge the variables from the RITM to the Case UI on the portal?
Thanks for your help!
