Related list widget on Employee Center

[radiantbeam]

Hi,

I have an issue with Standard Ticket configuration. I need to add a tab on incident ticket view that will show the user related lists that are the same as in the ITIL/backed view of incident form. I saw some post from 2017 and 2023 with that widget to download, but it's too outdated and I couldn't find any alternative.

https://www.servicenow.com/community/developer-forum/service-portal-related-list-widget-configuratio...

Do you have any ideas how to make it work? I don't have no experience in widget creation.

[Ankur Bawiskar]

@radiantbeam 

the ticket page is used to show minimal info on portal.

If the agents want they can always use native or workspace to see related data for the INC.

I will recommend to push back on this requirement and avoid unnecessary customizations

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

[radiantbeam]

@Ankur Bawiskar 

The issue is that the view should be for end-user that would submit the incident ticket and for best user experience they should not go back and forth to view the related lists on ticket.

[Ankur Bawiskar · Accepted solution]

@radiantbeam 

why would end user who submits INC in portal need to know the related records such as incident tasks, PRB, CHG etc associated with the INC?

You will have to create a custom widget etc and will require code maintenance and will have technical debt.

Please push back on this requirement.

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