Ticket Conversations Widget

Cirrus · ‎10-25-2018

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

Allen Andreas · ‎10-25-2018

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.

Please consider marking my reply as Helpful and/or Accept Solution, if applicable. Thanks!

View solution in original post

Allen Andreas · ‎10-25-2018

^ this. Yep

Please consider marking my reply as Helpful and/or Accept Solution, if applicable. Thanks!

Cirrus · ‎10-26-2018

Thanks all for the advice, informative as ever. Incidents hadn't crossed my mind either, so for now this will have to be parked whilst we understand the full end to end fulfilment experience.