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

[Chris Sanford1]

Hi Adam,

Sorry for a delayed response. It's actually not an update set. It's a standalone widget XML file. If you've already imported the XML into the retrieved update set table, which also supports importing standalone XML files, then look for a widget named "RealConversations" on the sp_widget table. You can then add this widget to any portal page, or substitute the OOB Conversations widget on the ticket page with this one.

[Troya1]

@Chris Sanford  I used this code a few months ago for Resolution Notes.  

I know need to the following field changes to the history. 

- Assignment Group changes
- Assigned To changes
- State changes
- Category changes
- Priority changes

This seems like a lot of code if I use the similar function method.  Any advice?

[Chris Sanford1]

Hi Troya,

Actually I think the only thing you would have to do is change the part that sets 'data.fields' and 'data.fieldLabels' so instead of

data.fields=['close_notes'];
data.fieldLabels = {
   'close_notes' : 'Resolution Notes'
};

It would be:

data.fields=['assignment_group', 'assigned_to', 'state', 'category', 'priority'];
data.fieldLabels = {
   'assignment_group': 'Assignment group',
   'assigned_to': 'Assigned to',
   'state': 'State',
   'category': 'Category',
   'priority': 'Priority'
};

I named the function 'getStreamWithResolutionNotes()' after my use case, but that's actually probably a poor name in retrospect, because it could actually be repurposed for any fields. I haven't tested this and it has been a long time since I developed this, but let me know if you run into any issues.

[Troya1]

Thanks @Chris Sanford  This actually worked like a charm. 🙂 

[p_espinar]

Dear Chris,

outstanding customization. This is just what I needed rigth now and works perfectly well. Thank you very much for sharing.

Un saludo,
Pablo Espinar
Consultant at Econocom Spain