Portal not showing "Additional Details" for Demands unlike Requests

[Jorogumo4]

Hey everyone! I was curious if anyone could shed any light on this. 

Currently, if a request is made on the portal, and it creates a RITM, the user can see "Additional Details" from the portal view, allowing them to see what the request was about. However, if a Demand is submitted and a user tries to navigate to that Demand on the portal. "Additional Details" cannot be seen. 

This is creating an issue where if a manager or user needs to approve something, they have to take that Demand number and go into ServiceNow to search for it to see what the Demand is about. We'd like it so that the users can see the details about the Demand right there in the portal. However we aren't sure how to do this. 

Here are some example screenshots;

Demand - No Additional Details, just Activity History and Attachments

Demand - No Additional Details, just Activity History and Attachments

Request - Shows Additional Details, Approver List and Watchlist unlike Deamands

Request - Shows Additional Details, Approver List and Watchlist unlike Deamands

[Peter Bodelier · Accepted solution]

Hi @Jorogumo4 

Take a look in the ticket_configuration table.

When you replicate the configuration of the sc_req_item for demand, you should get what you need.

[Jorogumo4]

It would appear we don't have a ticket configuration for Demands. Would we need to build out a ticket configuration for the demands table to get the desired results on the portal? 

[Peter Bodelier]

Yes, that is correct.