How to display Catalog Item Variables on CSM Case (Standard Ticket Configuration)

gdo
Tera Contributor

3 weeks ago

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)

    gdo_0-1769088874528.png

     

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.

gdo_1-1769088917251.png

 

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!

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MattSN
Mega Sage

a week ago

You could add a step to your Request flow to copy the variables to the Case.

  1. In the flow add a wait statement to give time for the case to be created
  2. In the flow add query to find the the case associated to your RITM
  3. In the flow add a script action to copy the variables from RITM to case. This example will help you get started. https://incident.do/2023/03/04/copy-ritm-sc_req_item-record-with-variables-using-a-script/ 
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