Customize the Employee Center widget to meet the customer requirement

[Tanvi1288]

Hi Everyone,

We got one requirement from our customer that for one of the catalog item they want to see Customer Name under My request in Employee Center so that he doesn't need to open each record and check the Customer Name. So i wanted to check if there is an option where we can customize the widget in the employee Center to meet the customer requirement. we can provide the required fields under my Request for each Req in employee center

[Dan O Connor]

When you say they want to see customer name under My Request, do you mean in the Header? Or when they are looking at their Requests? 

[Adelekan Adesin]

Hi Tanvi,

What you want to do is customize the 'My Request' Widget.

In the Application Menu > All > Service Portal > Widget, search for the 'My Requests' widget with ID 'my-requests-v2'.

Clone the Widget, and rename it appropriately.

At the Server script on Line 190 (Might be different, so see attached file), add the script "record.(field name) = gr.getDisplayValue('field name');" as seen from the sc_req_item table.

Save this widget.

Attach this new widget to the employee centre portal.
Let me know if this works.
Thanks.

[Tanvi1288]

Thanks,

I will surely try this solution and check if this works and we could meet our stakeholder requirements

[Amanda Buggy]

There is a config table "My Request Filters" where you can specify which fields to show in the My Requests widget.

You can simply add the Customer fields and it will show in the large column, and you can set it based on the different ticket types and other criteria.