How to view the Resolution Notes in Service Portal Incident

[SNOW46]

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.

I can't able to view the resolution notes in the form in Service Portal.

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

Can anyone let me know on the same.Its bit urgent fo rme to implement.

Thanks,

SNOW@Das

[vinothkumar]

Hope you want to add resolution notes to the ticket conversation widget. If so press CTRL+Right Click on the widget

In the server side script of that widget, just add the field name of resolution_code in the below list

[SNOW46]

Hi vinothkumar,

The screenshot you posted after the ticket gets resolved then the message will appear on the form.It wont work for me.

And also once I resolve the ticket and post resolution notes in the Incident form but it is not capturing on the Ticket Conversations Form.

Can you please let me know on the same.

[vinothkumar]

Hi Das, 

 If you look at the screen shot, it will be having number, state, created. Same way we can add any fields into that widget.

[SNOW46]

So are you referring to Ticket Conversations Widget?

But in the server script I don't find anywhere the fields?

Server script:

(function() {
data.maxAttachmentSize = parseInt(gs.getProperty("com.glide.attachment.max_size", 1024));
if (isNaN(data.maxAttachmentSize))
data.maxAttachmentSize = 24;
data.uploadingAttachmentMsg = gs.getMessage("Uploading attachment...");
data.sharingLocMsg = gs.getMessage("Sharing location...");
data.scanBarcodeMsg = gs.getMessage("Scan barcode");
data.checkInLocMsg = gs.getMessage("Check in location");
data.messagePostedMsg = gs.getMessage("Message has been sent");
data.viewMsg = gs.getMessage("View");
data.attachAddedMsg = gs.getMessage("Attachment added");
data.attachFailMsg = gs.getMessage("Failed to add attachment");
data.sys_id = input.sys_id || options.sys_id || $sp.getParameter("sys_id");
data.table = input.table || options.table || $sp.getParameter("table");
// don't use options.title unless sys_id and table also come from options
if (options && options.sys_id && options.table)
data.ticketTitle = options.title;
data.placeholder = options.placeholder || gs.getMessage("Type your message here...");
data.placeholderNoEntries = options.placeholderNoEntries || gs.getMessage("Type your message here...");
data.btnLabel = options.btnLabel || gs.getMessage("Send");
data.includeExtended = options.includeExtended || false;
data.use_dynamic_placeholder = options.use_dynamic_placeholder;
data.isNewRecord = data.sys_id == -1 || gr.isNewRecord();

var gr = new GlideRecord(data.table);
if (!gr.isValid())
return;

gr.get(data.sys_id);
if (!gr.canRead())
return;

options.no_readable_journal_field_message = options.no_readable_journal_field_message || gs.getMessage("No readable comment field");
data.number = gr.getDisplayValue('number');
data.created_on = gr.getValue('sys_created_on');

if (input) { // if we have input then we're saving
if (input.journalEntry && input.journalEntryField){
if (gr.canWrite(input.journalEntryField)){
gr.setDisplayValue(input.journalEntryField, input.journalEntry);
gr.update();
$sp.logStat('Comments', data.table, data.sys_id, input.journalEntry);
}
}
data.ticketTitle = input.ticketTitle;
data.placeholder = input.placeholder;
data.btnLabel = input.btnLabel;
data.includeExtended = input.includeExtended;
} else {
if (!data.ticketTitle) {
if (gr.short_description.canRead())
data.ticketTitle = gr.getDisplayValue("short_description");
if (!data.ticketTitle)
data.ticketTitle = data.number;
}

$sp.logStat('Task View', data.table, data.sys_id);
}

data.canWrite = gr.canWrite();
data.canAttach = gs.hasRole(gs.getProperty("glide.attachment.role")) && GlideTableDescriptor.get(data.table).getED().getAttribute("no_attachment") != "true";
data.canRead = gr.canRead();
data.hasWritableJournalField = false;
data.hasReadableJournalField = false;
if (data.canRead && !data.isNewRecord) {
data.stream = $sp.getStream(data.table, data.sys_id);
// Journal fields come in correct order already
// so grab the first 2 writeable fields
if ('journal_fields' in data.stream) {
var jf = data.stream.journal_fields;
for(var i=0; i < jf.length; i++){
if (jf[i].can_read === true)
data.hasReadableJournalField = true;
if (jf[i].can_write === true){
data.hasWritableJournalField = true;
if (!data.primaryJournalField)
data.primaryJournalField = jf[i];
else if (data.includeExtended && !data.secondaryJournalField)
data.secondaryJournalField = jf[i];
else
break;
}
}
}

}

data.tableLabel = gr.getLabel();

})()