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

[nehas]

hello cminarich

I am having the same question how can i get the particular incident while clicking the incident number ?

It would be helpfull for me if u reply for this .

Thank you.

[Ron Blumshtein1]

hi,

in the reply you said : ""<add link here>""

can you assist with the creation of the link so it will redirect me to the relevant record?

Thanks in advance!

[weikiat_guaz]

Hi,

The link should be in this format

https://{your-own-domain}.service-now.com/nav_to.do?uri=/incident.do?sys_id=122621bcdb7627046fb6e3334a961928

the sys_id refer to incident sys_id.

[weikiat_guaz]

Hi,

The link should be in this format

https://{your-own-domain}.service-now.com/nav_to.do?uri=/incident.do?sys_id=122621bcdb7627046fb6e3334a961928

the sys_id refer to incident sys_id.

[Ron Blumshtein1]

hi and thanks for the answer.

there is still one gap i am missing here.

i want the sys_id to be dynamic... so for eample:

• i have a widget that shows the case number
• i want the case number to be a link the takes the user to the case form
• so the begining of the link is https://{your-own-domain}.service-now.com/nav_to.do?uri=/case.do?sys_id=
• and than i need to populate the sys_id according to the relevant record

how do i do that?

Thanks!