Customise 'Create Incident' page in Service Portal

[VJ4]

Hello,

I've been playing around with a trial instance of the new Helsinki portal and I cannot workout how to edit a page like 'Create incident' [Home>Service Catalog > Can we help you>Create Incident]. I looked at Page editor and widget editor but this page is not listed. Basically, in my workplace, we use more form fields when creating incidents as we use the ServiceNow admin to do this job. However, with the introduction of service portal we would like to introduce the portal side for non-IT users but we still should be able to create something like the attached mock-up as the form and wondered if this was possible to achieve?

Basically, I'm trying to create the exact form in the admin site in Service portal.      

Any help is massively appreciated.

[rob_pastore]

It looks like that is just bringing you to an empty incident record   (incident.do)

if you want different fields to show up you may need to create a specific view.

[oharel]

What you can do is create your incident page in the record producer (Create a New Incident, for example) and then redirect the Get Help widget in the SP homepage to show the record producer page.

[mike_allgire]

That path you provided leads to a record producer, not a portal page. Record producers function like catalog items, so the design (if not using custom UI) will be similar to a catalog item design. The way to get the look that you are requiring above, is to create a view on the incident table (rob.pastore), disable the Create Incident record producer under the "Can We Help You?" category, and create a Content Item under that same category. The Content Item will allow you do set the content type to External; which will allow you to enter the URL for "/incident.do?sysparm_view=<NEW VIEW NAME>".

If you are intending to go from the ESS Portal, then a redirect (oharel) from the Get Help portal content element.

[kapilscs]

Hi Mike,

I tried to do what you have suggested but the Incident is opening in a new tab even though I have given Target as Within Catalog in the content item. Also there is no submit button on the incident page. I have used Incident Default View for testing purpose.

Regards

Kapil Shinde