Portal incident and RITM page configuration

[JordyZ]

Hi,

I'd like to make a few changes to the portal (ESC). 

RITM portal changes: removing the "requested for", also making "close notes" visible on the portal (we have close notes field on RITM form in the backend)

Incident portal changes: replace Urgency with Priority, also display description of the ticket (not just short description), was thinking of adding "Additional Details" next to "attachments" just like how it is on the RITM portal form and have the description in the "Additional Details"

How would I go about making these changes? Any help is appreciated!

[Vasantharajan N]

@JordyZ - Please follow the steps below,

Note: This is a customization on OOTB page. 

Step :1 - You need to clone the widget "Standard Ticket Header" and make the changes in the new custom widget.

Step:2 - remove the "standard ticket header" widget from the page "ticket" 

Step:3 - Add the new custom widget created in step 1 to the place from where you removed the OOTB widget from step 2. 

[JordyZ · Accepted solution]

Hi @Vasantharajan N , thank you for replying! 

In the end I was able to make the changes in the "standard ticket configuration" module, specifically on the incident and sc_req_item table.

For my case specifically, I've modified the info fields (replaced urgency with priority), put "show description" on incident table to "always", put "close notes" in the info fields of sc_req_item table, as well as removing "requested for" from info fields.

[Vasantharajan N]

@JordyZ - Thank you for sharing your learning. Appreciate it.