How to add information to a ticket form in ECS

[senon]

Hello, experts

I am doing research to consider migrating from Service Portal to Employee Center.

The image below is the ticket form screen where users can chat when they submit an incident.

In Service Portal, I think that the standard ticket widget and standard ticket configuration allow you to add fields and tabs without customizing the widget.

In ECS, is there a configuration screen to add fields and tabs? Or do you need to customize the widget directly?

Best regard.

senon

[Dr Atul G- LNG]

Hi @senon 

If I am not wrong same concept applicable for ESC portal as well as we have for SP.

[senon]

Hello, @Dr Atul G- LNG 
Thank you for your quick reply.
However, I don't quite understand what you mean by "the concept applies."

The screenshot in your first post doesn't reflect the standard ticket settings I set up.

Below is the "standard ticket configuration" I set up.

The info field is reflected in the Service Portal.

However, nothing is reflected on the ESC ticket form.

If the same concept as for SP applies to the ESC portal, how do I get the configuration reflected in ESC?

Best regard.

senon

[Robbie]

Hi @senon,

A quick clarification question: Do you navigate to the record and land on the same the same page (and pretty same url apart from the portal name as shown below)?

Eg:

https://your_instance_name.service-now.com/sp?id=ticket&table=incident&sys_id=01db285c83770a109a6f7596feaad317 

https://your_instance_name.service-now.com/esc?id=ticket&table=incident&sys_id=01db285c83770a109a6f7596feaad317

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Thanks, Robbie

[Dr Atul G- LNG]

Hi @senon 

Yes, the standard ticket configuration is same as either you use in esc or SP. The only difference is the suffix as @Robbie mentioned here.