Ticket Conversations Widget

[Cirrus]

Could someone please help with an amendment to a widget as its beyond my current scripting capabilities (which are limited at best!)

I believe the Ticket Conversations widget is OOB, but I have attached our Body HTML and Server Side code just in case. Currently, if a user submits a single request and then opens it in the portal directly or from the generated email link, the widget shows the Request Number and the Item 'Short Description'. I need it to display the Request Number and the Item 'Name'.

I can find reference to the short description in the server side code, but when I clone the widget and change the two references to name (highlighted in the attachment in yellow), existing and new requests still show up with the short description. Could someone please advise what steps I need to take in order to show the name of the item next to the REQ number above.  

Thanks

[VigneshMC]

Try this clone the ticket conversation widget and update line 51 and 52 in server script .

We dont have item details in request, you have to add an gliderecord to requested item table with request id to get the item name and place it to data.ticketTitle  in line 52.

[Allen Andreas · Accepted solution]

The problem is that this is also used for incident as well, so you can't just blatantly change it to work for requests, which is why the short description was used OOB by the SN Dev Team as that's a common field across most everything. So if you go changing this, then you'll negatively impact your incidents. Up to you, but wanted to throw that out there.

So this is a good start, but I don't think will solve it all.

Unless you point everything to another page with this custom widget on it and leave the other on for incidents, but I think they all point to this one.

[Matthew Smith]

Was just about to say something similar. Possibly look at a before business rule that updates the Short description field of the sc_request?

Hope it helps

Matt

[VigneshMC]

Thanks Allen , for pointing that out. May be we should a check if the table is request, look for item name else add short description.