Show State Changes in CSM similar to how comments are posted in the activity formatter
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04-29-2024 06:27 AM
I've been looking for a way to get the state change to show up in the csm for customers similar to how its shown in the workspace or platform view for fullfillers.
Something like this image, but just the state. I have been looking but I couldn't find any information on this anywhere.
Anyone know of a way to do this? Initially I made a flow to add comments which works fine but then I realized this would mess with our SLA timers.
Any advice would be great!
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05-01-2024 12:40 AM
Hi @donkevlar ,
Go to the activity log > Click on Filter Activity Icon > Configure available fields > In the slush bucket move the "state" field from left to right.
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Regards,
Amitoj
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05-01-2024 03:05 AM
Hi @donkevlar,
Are you referring to the ticket conversation page/widget in the portal?
If so, I don't believe it's feasible unless you do some heavy customization.
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0688246
Even if it's possible via customization, it may degrade the performance.
Cheers