Widget "My Request" in Service Portal for Watch list

[ShainaA]

Hi All,

Can someone help me how can I achieve this?

To summarize my request, what they want is use the watchlist functionality in portal view so that the users without access on our backend can view it using the portal.

Then there's this request tab or button beside the user's profile and when you click it there's this dropdown called "VIEW" wherein we can see the open request and closed request that we or user created.

The requirement that they gave to me is that can we add another value on that drop down and we can call it "Closed Watch list", wherein when they select that value all of the closed tickets will be visible as long as they're part of the watch list.

As you can see on the screenshots I provided, I already apply it but under the closed watch list the title of the tickets I'm seeing is just the number of the ticket instead of the short description for incident and name of the catalog items for RITM.

I'll attached as well the default view or title display under the open request.

Thank you in advance!

[Ankur Bawiskar]

@ShainaA 

I see OOTB there is no Closed Watch list in that view.

Did you customize that?

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[ShainaA]

Hello, yes I did customize it

[Ankur Bawiskar]

@ShainaA 

since you customized the widget then something is breaking and hence it's not rendering correctly

what debugging did you do?

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[ShainaA]

Hello Ankur,

Yes, this widget is a customized version.

For debugging, I double-checked the server script to verify where the display values are coming from. I tried updating the logic that sets the record.display_field, since for the “Closed Watchlist” view I need to display different details depending on the record type (e.g., Incident → short description, number, priority; RITM → catalog item name, REQ number, requested for).

However, even after adjusting that section, I’m still only getting the short description value for most records, and it doesn’t match how the default widget displays combined information for RITMs and Incidents.

Is there a recommended way to check or replicate how the default “My Requests” widget constructs its display field values? Or could the issue be with how my custom record.display_field is being bound in the HTML template?

Any idea about this? It would be really helpful!

Thanks