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

[Ankur Bawiskar]

@gdo 

so on ticket page you want to see Variables

approach already shared by @Shruti  for that

If not please share your screenshot where you want to see and what?

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

[gdo]

My Record producer creates a case where I do I have the variable editor : 

I need to have it on the case ticket to show it under options over here : 

I want to make it possible to have the same variable editor formatter in the incident case linked to the case which is also create in the record producer.
(Reminder : My Record producer creates a case + Incident and link them)
Is it possible to have the same varible editor formatter in the case AND the Incident ? 

[Ankur Bawiskar]

@gdo 

Your screenshot is for SP portal

why are you still using older SP portal?

Why not use latest ESC portal as many customers are already migrating to that?

if you use ESC approach from @Shruti  will work for you.

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

[gdo]

This CSM portal, it looks weird but it's client request.
It's a case on the CSM Portal. We use record producer to create case + incident and I need variable editor formatter to show varible on Case (to show to the external customer) and to our technical team on incident. Do you know if it's possible ? How can I get the variables on the incident aswell ? 

Thank you 🙂 !

[gdo]

Another problem is that when it's an catalog item created by customer the Variable editor appear on the RITM (OOTB and good practice) but I would like to have the same varaible appear on the ticket fields widget. I need to have the variable editor on the case also in this case. Otherwise, do you have any other way to show the varible filled by customer on this page ? 

Reminder : It's the CSM Portal and CSM ticket page