List "My Request" Service Portal Widget by "Caller ID" field

[AB6]

Hi Experts!
I have a requirement to configure the "My Request" widget showing the list by "Caller ID" insted of "Opened by"

Because when an itil user creates an incident, the caller user try to search his incident in the "My Request" widget in service portal, but his incident does not appear.

How can I configure this list?
I hope that you can help me.

Regards.

[AnveshKumar M]

Hello @AB6 ,

You need to clone the OOTB widget and modify the server side script of the widget to query on caller_id field and requested_for fields instead of opened by.

Then replace the OOTB widget instance in the portal page with the custom widget you created.

Please let me know if you need any help 🙂

Please mark my answer helpful and accept as solution if it helped you 👍✅

[Chaitali_Vale]

Hello @AB6 ,

Navigate to Service Catalog -> My Request Filter -> Open "Incident Portal" -> Set Primary field to display as "Caller" -> Save -> Now create new incident -> Paste that number into my request and check it is populated with Caller ID.
Please refer below screenshots : 

Please mark my solution correct or helpful, if applicable.

Thanks & Regards,

Chaitali Vale