How to show Assignment Group and Assigned to in Request or RITMs in the Portal

[Kris35]

Hi All,

Need your help please. I have a requirement to show the Assignment Group and Assigned To fields in the Catalog Request or RITM in the portal.

Our stakeholders want to see which group and assignee is working on their requests/RITM.

The portal showing REQ and RITM is pulling from sc_req_item table which does not contain the 2 fields above whereas the work (including group & assignee details & task description) is happening at the sc_task level. 

Is this possible? If so, how?

Would truly appreciate your assistance on this!

Thank you

[Ahmmed Ali · Accepted solution]

Hello @Kris35 

For sure you will need to create a custom widget. In the widget, you can read sys_id of the RITM from URL or options based on configuration and query sc_task table to get task details. Then show the data in table format. Now where to add this widget depends on what page you are using to show RITM status in portal.

If you are using legacy ticket page, the you can add the widget in ticket page only and add condition in widget HTML such that it will show only when ticket type is RITM.

If you are using standard ticket page, then you can add new tab in standard ticket config record and add your custom widget reference there.

Let me know if you need any further details.

Thanks,

Ali

[Ahmmed Ali · Accepted solution]

Hello @Kris35 

For sure you will need to create a custom widget. In the widget, you can read sys_id of the RITM from URL or options based on configuration and query sc_task table to get task details. Then show the data in table format. Now where to add this widget depends on what page you are using to show RITM status in portal.

If you are using legacy ticket page, the you can add the widget in ticket page only and add condition in widget HTML such that it will show only when ticket type is RITM.

If you are using standard ticket page, then you can add new tab in standard ticket config record and add your custom widget reference there.

Let me know if you need any further details.

Thanks,

Ali

[Kris35]

Thank you Ahmmed, I actually figured it out but thank you so much for your answer! We already had the widget, so I only needed to add the fields in the RITM Form Designer. Once there, I went to Ticket configuration and added the two fields in the "info fields". 

[Prashant Ahire · Accepted solution]

1 Navigate to the Service Portal Designer by going to Service Portal > Service Portal Configuration > Designer.
2 Select the page where you want to add the fields. You can either select an existing page or create a new one.
3 In the page editor, click on the "+" button to add a new widget to the page.
4 In the widget picker, select the "Catalog Request" or "Requested Item" widget.
5 Configure the widget by selecting the appropriate Catalog Item and any other required settings.
6 Once the widget is added to the page, click on it to edit its properties.
7 In the properties editor, find the "Fields" section and click on the "Add Field" button.
8 Select "Assignment Group" and "Assigned To" from the list of available fields.
9 Save the changes to the widget properties and then save the page layout.
10 Preview the page to see the updated widget with the Assignment Group and Assigned To fields.
Let me know if you need any further details.

Thanks,

Please mark my answer as Correct if it helps you.

[Kris35]

Thank you Prashant, I actually figured it out but thank you so much for your answer! We already had the widget, so I only needed to add the fields in the RITM Form Designer. Once in, I went to Ticket Configuration and added the two fields in the "info fields".