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

[Rewanth Reddy1]

Hi,

1. Go to the page as you shown in the screenshot(Ticket Information page)

2. Ctrl+right mouse click on widget(Agent Working of this defect/Your request has been submitted)

3. Then click on 'Widget in Editor'.

4. On the top right corner after the save(Ctrl+s) button click on the highlighted option in below image and clone the widget.

5. Replace with the columns you wanted to see in service porter in 16th line of server side code as highlighted in the above screen shot.

6. Save the widget.

7. repeat 1 and 2 and select 'Page in Designer'.

8. Delete the OOB widget instance and add the new widget in the same place.

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

Thanks,

Rewanth

[Gulzar Manuja2]

Hi Rewanth,

Thanks for the response !!!

However,  I have a query. If we delete the out of the box 'Fields' widget instance record then all the widgets that would be added after this deletion on the service would have the newly added custom fields. But my requirement is to have those newly added custom fields in a widget for 1 or 2 applications 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 

[holly-t]

I have been able to add additional fields but i see an issue. If the title of the field, in full screen mode, makes it go to a second line (like additional assignee list) the bolding and spacing is off. In any other mode, (smaller screen and then that box is listed below the comments) it displays fine. I am not sure where to find the issue.

[holly-t]

I have been able to add additional fields but i see an issue.

The issue is if the title of the field, in full screen mode, makes it go to a second line (like additional assignee list) the bolding and spacing is off. In any other mode, (smaller screen and then that box is listed below the comments) it displays fine. I am not sure where to find the issue.

[Community Alums]

Other way of doing is:

Navigate to All > Standard Ticket > Standard Ticket Configuration > Incident
and configure fields