How to add fields to the list of default fields shown in an opened record in Service Portal ?

[Gulzar Manuja2]

Dear All,

Greetings !!!

I want to show additional fields(including the default fields) in the record form opened from Service Portal homepage. For example:

I have couple of widgets on my Service Portal homepage that show 'My Open Defects' and 'My Open Incidents' respectively as shown below:

Now, when I open a defect record from here, I see following information on the opened screen:

ID, State, Priority, Created and Updated fields are displayed by default on the form as shown in the highlighted section. 

-> Similarly, when I open an incident from Service Portal homepage, I see following information on the opened screen: 

ID, State, Priority, Created and Updated fields are displayed by default on the form as shown in the highlighted section.  

Now my question is, how can I add more fields(in addition to ID, State, Priority, Created and Updated fields) on the right hand section of the opened form ?

Any help will be highly appreciated.

Thanks & Regards,

Gulzar Manuja

[Allen Andreas]

Hi,

You'd need to clone the ticket fields widget and then make your edit to around line 16, which looks something like this:

var fields = $sp.getFields(gr, 'number,u_item_name,priority,category,state,subcategory,stage,u_reject_code,due_date,u_reject_reason,sys_created_on');

So in the example above, that shows some core table fields and then custom ones (indicated by it starting with "u_".

As an added tip: while you are adding those fields to your custom ticket fields widget...they will only appear if they contain information. So for me...u_reject_code...is NOT on every record that would be seen with this ticket fields widget...so it doesn't hinder the form by showing excess fields/blank information for irrelevant records. It only shows for records with that field on it and filled in with something.

Please mark reply as Helpful/Correct. Thanks!

[Allen Andreas]

Hi,

Let me know if you need any other assistance. Once you've cloned the ticket fields widget and made your changes. You can then go to Service Portal > Service Portal Configuration > Designer and choose the page the ticket fields widget is currently on, then simply drag your new widget from left-hand side on to the canvas and place it where you'd like it, then mouse-hover the old ticket fields widget on your canvas and click the trash can icon to remove it (it doesn't delete it from the system, just removes from that page).

Please mark reply above as Correct if this solved your issue.

Thanks!

[Gulzar Manuja2]

Hi Allen,

Thanks a lot for the response !!!

However,  I have a query. As per my understanding, after making the suggested change, all the widgets that would be added to the service portal will have the newly added custom fields. But my requirement is to have those newly added custom fields in 1 or 2 widgets/tables only. 

I don't want to modify the default fields in other widgets. Do you think there is any solution if I want to add custom fields for couple of widgets/tables only ?

Thanks & Regards,

Gulzar Manuja 

[Allen Andreas]

The fields you add to this widget...will only appear if it has values. This is a widget, we're talking about. Then there's is a form/page we're talking about. Most links...like to incident, requests, etc. all use the "ticket" page across the board. So this ticket fields widget shows on all of them. When you add fields using the method I described above...they will only appear for the end-user to see..if they have value, otherwise, nothing shows...no evidence, etc.

Please follow the instructions I've given and test for yourself to see.

Thank you