Record producer push variables editor formatter in Case and Incident

[gdo]

Dear Community,

I need to make variables filled in catalog item on the ticket form.
In the widget ticket field, how can I make them appear ? 

One strong problem is that I have a record producer creating an incident AND a variable editor formatter on Incident to see the variables that have been filled.

Can I have a second variable editor formatter in the case at the same time than incident ? And how to expose the variable fields values in the ticket form on the CSM portal ?

Kind regards,

GD

[Shruti]

Hi

To show variable ticket page for cases

Navigate to Standard ticket -> Standard ticket configuration

Open ticket configuration 

Go to the related list Tab configurations and create a new record

[Ankur Bawiskar]

@gdo 

why you want end users to edit the variables on ticket page in ESC?

It's meant to only show what they submitted.

I won't recommend doing this

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Dr Atul G- LNG]

Hi @gdo 

If you want a user to be able to change the value of a variable after submission, then this is not a good use case. The reason is that the variable is used in the logic/configuration, and changing its value later could cause issues.

[gdo]

Hi, 

No I don't want customer to edit variables 

I want the customer to see the variables on his csm ticket. If possible under the options sub menu.

AND to show the variables in the incident or request item.

For requested item it's ootb 

And for incident I need a record producer to create the incident + variable editor formatter

Do you think I can have both?Show Variables on the csm ticket for customer and  variables shown on the ITSM tickets at the same time?

Cheers !