How to modify Ticket Fields widget in Service Portal?

[Priyanka Gupta]

Hi Community,

I have a situation where I need to modify the Ticket Fields widget to include a hyperlink to an Incident. Here's an image that explains what I am looking to achieve -

I want to make the Incident No (highlighted in the image with red) a hyperlink, so that when an itil user clicks on the Incident no, the user gets redirected to the incident.

Catch - This hyperlink should only appear for the itil user and rest of the users should see the widget as is.

I know Form widget is one way of showing the related Incident record on the same page but I have no way of limiting its visibility to itil users alone.

Any leads would be helpful.

Thank you,

Priyanka

[cminarich]

You will need to clone the OOB Ticket Fields widget and then modify it to fill your needs.   You can create a boolean variable like data.is_link or something like that and do you checks and set the variable accordingly.   From there you can do a check in your HTML using an ng-if and if field == 'number' && data.is_link make it a link otherwise just use the code as is.

So in your server script you will need to add:

data.is_link = gs.getUser().hasRole('itil');

Then in the HTML add in the red code:

<div ng-if="data.fields.length > 0">

          <div class="row">

              <div class="col-md-6 col-sm-12 col-xs-6 m-b break-word" ng-repeat="field in data.fields"

                      ng-if="field.value && (field.type != 'decimal' || field.type == 'decimal' && field.value != 0)" >

                  <label class="m-n">{{field.label}}</label>

                  <span ng-switch="field.type">

                      <div ng-switch-when="glide_date_time" title="{{field.display_value}}">

                          <sn-time-ago timestamp="::field.value" />

                      </div>

                      <div ng-switch-default >

                                  <div ng-if="field.label == 'Number' && data.is_link">

                                      <a href="<add link here>">{{field.display_value}}</a>

                                    </div>                                  

                                      <div ng-if="field.label != 'Number' || !data.is_link">

                                                {{field.display_value}}

                                    </div>

                          </div>

                  </span>

              </div>

          </div>

      </div>

Hoping this is at least enough to get you on the right path.

[Priyanka Gupta]

Thank you for reply Chris! I will try your approach and get back to you asap.

Thanks,

Priyanka

[Ron Blumshtein1]

hi priyanka,

did you manage to solve this?

how did you set the sys_id to be dynamic in the URL?

Thanks!

[Rakhesh]

Hi Chris,

I have the similar issue and i.e., In ticket field widget all the fields showing only left side but i want to place side by side...How can i achieve this?? Refer the attached

document...