How to view the Resolution Notes in Service Portal Incident

SNOW ADMIN
Kilo Contributor

‎11-02-2018 03:59 AM

Hi All,

I have one doubt in Service Portal. When an end user creates and Incident it is submitted and agent starts working on that ticket.

Additional comments added by the agent gets captured on the ticket form. But once the agent marks the Incident as resolved how will it get captured on the Ticket form in Service Portal.

Because end user must want to view the resolution notes/close notes.

 

Can anyone let me know on the same.

 

Thanks,

SNOW@Das

  • 2,121 Views
4 REPLIES 4

Varsha21
Giga Guru

‎11-02-2018 05:16 AM

Hi,

its very simple just

open a Ticket Field Widget(if u want to changes u should clone and on page "ticket") 

find_real_file.png

just change server side code like 

if (gr.getValue('state') == 6)
{
  fields.push($sp.getField(gr, 'close_notes'));
  fields.push($sp.getField(gr, 'close_code'));
}

simply u can add above code at just after this line

	var fields = $sp.getFields(gr, 'number,state,priority,sys_created_on');

it will show you close code and resolution info ...u can use this for other fields also whichever u want to display.

if any question reply same

 

 

Regards,

Varsha

Preview file
24 KB

SNOW ADMIN
Kilo Contributor
In response to Varsha21

‎11-02-2018 05:25 AM

Hi Varsha,

 

Can you post some screenshots like where do I need to paste the script and make the changes?

It will be helpful for me ..

 

 

 

 

0 Helpfuls

Varsha21
Giga Guru
In response to SNOW ADMIN

‎11-02-2018 06:19 AM

Sure
0 Helpfuls

Varsha21
Giga Guru
In response to Varsha21

‎11-02-2018 06:35 AM

Create incident through portal..and open your incident page ..you ll find page where u ll get incident details like number...etc Now Ctrl+right click on same page...and open widget in Editor You ll see the the widget name and client side code ..server side code Now Here in server side code you need to add code which I have provided in above post ... But this is OOB widget so you can't change their So u ll get option clone widget at right corner..and give some name to widget and clone it It will create same copy for your widget..and now add code into server side... Ans save widget Now again go to same image and ctrl+right click. ..and click on option like Page in designer Remove the oob widget and on same place add your custom widget And Test it.. Follow same steps which have provided If any issues Reply same Regards Varsha
0 Helpfuls