Add two new incident fields on service portal ticket page

[JohnDF]

Hi everyone,

whick parts I have to edit if I want to add two field on the ticket portal page. I want to add the on hold reason and I want to add the incident priority on the market places on the screenshot.

Thanks for your help.

[Alex319]

Hi JohnDF, 
I believe you want to navigate to Standard Ticket Configuration and then if this is an incident select Incident.

From within that incident record you can configure which fields are on display using the 'info fields' field. 

I hope this helps

Alex

[JohnDF]

@Alex319 thanks for reply.

yes perfekt this is one of the requirement for one field. How can I add the second field in my screeshot right next to the state? This must be somewhere else. I want to show there the on hold reason.

Thanks for your help.

[Alex319 · Accepted solution]

@JohnDF 
So I think you need to navigate to the 'Standard Ticket Header' widget
Service Portal Configuration > Widget Editor > standard ticket header. You will need to clone the widget and then edit your copied version. 
I believe if you navigate to line 133 of the server side script you can add your on hold reason field on the end of that line within the brackets. 

You will then need to go to the page editor and open the standard ticket page and swap out the standard ticket header for your cloned and edited version. 
this should then show up your On Hold Reason field in the header. 

I can post step by step pics if needed. 

Please mark correct if this has helped. 

Thanks

Alex

[GodOfWar]

You need to customize the widget to add those fields to the widget.

Mark Helpful if it helps.