Customize "Field Changes" visibility on Portal for the end-user and How?

[Joshua Prakash]

Can we customize the incident priority level on portal as auto populated in the record as "Field Changes"

[Dr Atul - LNG · Accepted solution]

Hi @Joshua Prakash 

If I understood, you want if a agent change the priority n native view that changes like from Old to New must appear for end user in Portal?

I think , NO. The reason begin that changes captured in worknotes and worknotes are visible to end user. 

[Joshua Prakash · Accepted solution]

Can we replace the urgency with priority, so that it can be visible to the end-user?

[Dr Atul - LNG · Accepted solution]

Hi @Joshua Prakash 

If I understood, you want if a agent change the priority n native view that changes like from Old to New must appear for end user in Portal?

I think , NO. The reason begin that changes captured in worknotes and worknotes are visible to end user. 

[Joshua Prakash · Accepted solution]

Can we replace the urgency with priority, so that it can be visible to the end-user?

[Dr Atul - LNG · Accepted solution]

Yes , but again not a good use case , bcz end user always raise every incident has P1 and that will directly impact your SLA. 

[Joshua Prakash]

If "YES" how could we do that? Could you provide a way to customize that?