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

shivatmika_19
Tera Guru

Expected Functionality:

 

Screenshot 2024-11-28 at 3.56.19 PM.png

 

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. 

 

 

2 REPLIES 2

mfhaciahmetoglu
Mega Sage

Hey @shivatmika_19 ,

 

Thanks for this.

 

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

 

mfhaciahmetoglu_1-1740480558187.png

 

 

mfhaciahmetoglu_0-1740480474379.png

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

 

I am not sure if the server script it executed.

 

Best,

Firat

@shivatmika_19 , 

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