Standard ticket configuration

[Emars]

Hi All,

With the new Standard Ticket Configuration how can we add extra fields from the incident to the service portal? currently I added an additional details tab and added the variable summarizer however cant find a way to show extra fields like the phone number on the incident. out of the box it only shows Affect caller, Issue category, and short description.

[sachin_namjoshi]

You will need extra fields in info fields section and update widget to pull these additional fields.

[Emars]

Hi Sachin,

ah, i see how it works, so I have to add it to the info fields to show it on that section. would you know which widget it is using the variable_summary? couldnt find a separate widget with that name so going to say it is the standard ticket tab?

[sachin_namjoshi · Accepted solution]

You will need to create new widget and related for variable_summary.

Regards,

Sachin

[Emars]

Thank you Sachin, that lead me to the URL below for someone who provided a basic framework to work upon 🙂

https://community.servicenow.com/community?id=community_article&sys_id=b84f6194db12d090d5c4d9d968961921