Display Record Producer variables in Standard Ticket Tab in Employee Center Portal

[Ashwin Ganesh]

Hello All,
I have done a configuration in way that Requested Item (RITM's) should display in portal instead of Request (Req) in Portal. When RITM id displayed in portal we will also be able to see our catalog variables in Addition details tab in Standard Ticket Tab widget. Adding Image below:

 This works fine as expected. But the problem is that the additional details tab is not visible when an Incident is created from Record Producer. Added Image below.

I want to have Additional Details Tab for Incidents created from Record Producer in Standard Ticket Tab widget so that my record producer variables will also be displayed in portal.
Can anyone please share your inputs to have additional details tab in widgets. Pls share your inputs if anyone had same thing previously. Thanks in advance.

[Dr Atul G- LNG · Accepted solution]

Hi @Ashwin Ganesh 

You need to add the additional section 

Edit it and add the same like we have in REQ.

[Ashwin Ganesh]

Thankyou so much for your input. working as expected

[Ashwin perumal]

Hi Atul,

I am facing a situation such that when I put my request number (REQ) in search bar of Employee Center Portal its redirecting me to backend view ((platform view of request)) of request. Is this is a OOB behaviour or whether it should be redirected to Portal view of Request. Can you please confirm me on this.

Incase if it should redirect to portal view only , then in my case its redirecting to Backend view(platform view of request). What might be the issue on it. Thanks in advance

[Ashwin Ganesh]

Hi Atul,
I am facing a scenario where  I put my Request number in the Search field which is present in Employee Center portal homepage my search redirects me to the backend view(Platform view of my request)  instead of redirectng to portal view of request. I am confused whether  which is OOB behaviour whether redirecting to backend view or to portal view.

Where we can change the way of redirection when I put my request number in search