Service Portal

[SUJITHA PS1]

Hi All ,

I need to make this priority as a URL of Kb article. Can someone guide me to do this. Attaching screenshot. this page coming under all activities .

Thanks

[AnubhavRitolia]

Hi Sujitha,

You can go to particular Widget from where Additional Details are displayed and there in HTML where priority is displayed, you can make that as hyperlink.

[SUJITHA PS1]

Hi @AnubhavRitolia ,

There is no HTML for additional details and priority . attaching html screenshot and server script.

(function() {
	var tableName = $sp.getParameter('table');
	var sysId = $sp.getParameter('sys_id');
	var record = sn_std_tkt_api.TicketConfig.getTicketRecord(tableName, sysId); 

	data.canRead = (record != null && record.isValid() && record.canRead());
	if (!data.canRead)
		return;
	
	if ($sp.getParameter('headless') == 'true')
		data.headless = true;
	else if ($sp.getParameter('headless') == 'false')
		data.headless = false;
	else if ($sp.getParameter('headless') == null)
		data.headless = false;
	else
		return;

	var urClosedState;
	if (tableName == 'universal_request') {
		urClosedState = (record.state == '7');
		if (record.primary_task) {
			var primary_table = record.primary_task.getRefRecord().getTableName();
			record = sn_std_tkt_api.TicketConfig.getTicketRecord(primary_table, record.primary_task);
			data.canRead = record != null && record.isValid() && record.canRead();
			if (!data.canRead)
				return;	
		}	
	}
	else if (record.isValidField('universal_request') && !record.universal_request.nil())
		urClosedState = (record.universal_request.state == '7');

	data.table = record.getTableName();
	data.sys_id = record.getUniqueValue();
	
	var tabs = [];
	var config = sn_std_tkt_api.TicketConfig.getConfig(data.table, record.sys_domain);
	var isNonPrimary = ((record.isValidField('universal_request') && !record.universal_request.nil()) && (record.universal_request.primary_task != record.sys_id));
	if (!config.tabs) {
		var tab_1 = {
			name: gs.getMessage('Activity'),
			order: 0,
			widget: $sp.getWidget('widget-ticket-conversation', 
														{sys_id: data.sys_id, 
														 table:data.table,
														 btnLabel: gs.getMessage('Post'),
														 read_only: isNonPrimary || urClosedState,
														 rich_text_editor: options.rich_text_editor,
														 at_mentions: options.at_mentions
														})
		};
		tabs.push(tab_1);
		var tab_2 = {
			name: gs.getMessage('Attachments'),
			order: 1,
			widget: $sp.getWidget('std_ticket_attachments', {record_id: data.sys_id,
															record_table: data.table,
															read_only: isNonPrimary || urClosedState
															})
		};
		tabs.push(tab_2);
	}
	else {
		config.tabs.forEach(function (tabConfig) {
			var tab = {};
			tab.name = tabConfig.name;
			tab.type = tabConfig.type;
			var condition = tabConfig.visible_condition;
			if (condition) {
					if (!GlideFilter.checkRecord(record, condition))
						return;
			}
			if (tabConfig.type == 'activity') {
				tab.widget = $sp.getWidget('widget-ticket-conversation', 
																	 {sys_id: data.sys_id, 
																		table: data.table,
																		btnLabel: gs.getMessage('Post'),
																		read_only: isNonPrimary || urClosedState,
																		rich_text_editor: options.rich_text_editor,
																		at_mentions: options.at_mentions
																	 });
			}
			else if (tabConfig.type == 'attachments') {
				tab.widget = $sp.getWidget('std_ticket_attachments', {record_id: data.sys_id,
																	record_table: data.table,
																	read_only: isNonPrimary || urClosedState
																	});
			}
			else if (tabConfig.type == 'variable_editor' || tabConfig.type == 'variable_summary') {
				if (record.variables.getElements(true).length == 0)
					
					return;
				
				var widgetParam = tabConfig.widget_param;
				
				if (widgetParam)
					widgetParam = JSON.parse(widgetParam)
				else
					widgetParam = {};
				widgetParam.table = data.table;
				widgetParam.sys_id = data.sys_id;
				tab.widget = $sp.getWidget(tabConfig.widget, widgetParam);
				
			}

			else if (tabConfig.type == 'custom') {
				var widgetParam = tabConfig.widget_param;
				if (widgetParam)
					widgetParam = JSON.parse(widgetParam)
				else
					widgetParam = {};
				widgetParam.table = data.table;
				widgetParam.sys_id = data.sys_id;
				widgetParam.read_only = isNonPrimary || urClosedState;
				tab.widget = $sp.getWidget(tabConfig.widget, widgetParam);
			}
			tab.order = tabConfig.order;
			tabs.push(tab);
		});
	}
	data.tabs = tabs;
})();

[AnubhavRitolia]

Hi Sujitha,

Could you please mention Widget name which you are using hoping it is OOTB Widget. So it would be easy to investigate and help.

[Murthy Ch]

Hi @SUJITHA PS1 

You can go to that particular widget by clicking on Ctrl+right > Widget editor

In html section search with priority keyword and make that as URL.