Add "Additional Details" for an Incident logged in the Employee Portal

[AB06]

Hi Team,
Please advise whether it is possible or recommended to add 'Additional Details' for an incident in the self-service portal, similar to what we have for requests.
Kindly refer to the screenshots below.

For Request:

For Incident:

Thank you.

[Laveena-Agarwal · Accepted solution]

Hi @AB06 

Navigate to Standard Ticket Configuration from the filter navigator.
You’ll see entries for both Incident and Request Item. Note that “Additional Details” appears under Request Item but not under Incident. Make the required changes accordingly.

Thanks & Regards,

Laveena Agarwal

[Laveena-Agarwal]

Hi @AB06 

Could you mark my response as "Accepted Solution" and close the thread please 😊

[Ankur Bawiskar]

@AB06 

The additional details for RITM shows the variables associated to that RITM which gives an overview of what was submitted.

But for INC it's not available OOTB as most of the communication happens between end user and the agent via activity stream (comments and work notes field) and hence it's not given.

You can create your own tab there once you are in correct app scope "Service Portal - Standard Ticket".

but what you would like to show there?

Add a Task tab on the Standard Ticket page 

If my response helped please mark it correct and close the thread so that it benefits future readers.