Service Portal Ticket Conversation

[Sam Ogden]

Hi All,

On the service portal we user the OTTB 'ticket conversation' widget for our customers to view additional comments and add additional comments to open tickets.

currently when a comment is added the timestamp displays as time ago e.g. 2m ago, 5d ago etc

This works fine when the comments are recent e.g. couple of minutes or hours ago, but as time elapses it becomes less useful. Also when looking back at close logs it will say for example 3 months ago.

Instead we want this to display as a full date/time stamp in the format dd/mm/yyyy hh:mm:ss

How would we amend the widget for this?

Thanks

Sam

[Mike Patel]

change that to gr.getValue('sys_created_on');

[Sam Ogden]

Hi Mike,

Apologies my response didn't make full sense,  my amendment in the server script fixed the display issue for the first section that is shown in the timeline (ticket number created) - controlled by the second highlight section from your screenshot.  This now shows the date format as we need.

The rest of sections that get added to the timeline (additional comments) still show in the incorrect format, These are controlled by the first part of your screenshot (e.sys_created_on)

I can see that 'e' is part of the ng-repeat="e in data.mergedEntries">

I can see data.mergedEntries in the client script, but I've no idea how to get this to show the display value for e.sys_created_on.

Currently this is how my timeline shows on the portal:

The first entry - 'CDLI0053489 Created' has the timestamp as we want,

The other entries have the date in the wrong format for us.

[Mike Patel]

Try below

[Sam Ogden]

Hi Mike,

As you can see on your screenshot the format of the stamp is yyyy-mm-dd

I need this to be dd-mm-yyyy

From my screenshot you can see that I've managed to achieve this in the first box 'ticket number created' - the format now shows dd-mm-yyyy. I got this to work by changing the server script section to now be:

data.created_on = gr.getDisplayValue('sys_created_on')

instead of it being:

data.created_on = gr.getValue('sys_created_on')

but all the additional comments boxes still have the format as yyyy-mm-dd.

As mentioned this doesn't use data.created_on. instead it uses e.sys_created_on

I somehow need this to be the display value as well?

Any suggestions?

Thanks

[Mike Patel · Accepted solution]

Yes, use {{e.sys_created_on_adjusted}}