Add Resolution Information tab in the ticket opened in employee center.

[shivatmika_19]

Expected Functionality:

1. Navigate to All > Standard Ticket > Standard Ticket Configuration and click on incident from the list of records.

2. Change the application scope to Service Portal - Standard Ticket

3. Click New button in the Tab Configurations related list.

4. A new record will be opened select Type as Custom, set visible when incident state is resolved or closed.

5. Navigate to All > Service Portal > widgets and create a new Widget.

6. Add the following codes:

HTML:

<div>
    <div>
         <h3>Resolution Code: </h3>
         <span>{{data.code}}</span>
    </div>
     <div>
         <h3>Resolution Notes: </h3>
         <span>{{data.notes}}</span>
      </div>
</div>

CSS:

div > div {
margin-bottom: 10px; 
}

div > div h3 {
font-size: 16px;
color: #333;
display: inline; 
margin-right: 10px; 
}

div > div span {
font-size: 14px;
color: #555;
display: inline; 
vertical-align: middle; 
}

Server script:

(function() {

/* populate the 'data' object */

/* e.g., data.table = $sp.getValue('table'); */

var table = $sp.getParameter('table');

var sysId = $sp.getParameter('sys_id');

var incGR = new GlideRecord(table);

data.code = "";

data.notes = "";

if(incGR.get(sysId)){

data.code += incGR.close_code;

data.notes += incGR.close_notes;

}

})(); 

7. Save the record.

8. Navigate to the Tab Configuration record where you previously added the fields, and then add the widget to the designated Widget field.

Explanation of Server Script:

The out-of-the-box (OOTB) widget, Standard Ticket Tab, calls the custom widget by passing the table name and sys_id to custom-created widgets. As a result, we can access the values provided by the OOTB widget within our custom widget. 

[mfhaciahmetoglu]

Hey @shivatmika_19 ,

Thanks for this.

I tried it but it does not work. The tab appears but it is all empty. 

I added a debug gs.info but nothing is printed, either.

I am not sure if the server script it executed.

Best,

Firat

[mfhaciahmetoglu]

@shivatmika_19 , 

I found why! You just need to fill in the widget id, otherwise the widget is not run. 🙂