Standard ticket configuration - Actions are not visible on the portal ticket page

[tippireddip]

Hi All, 

Having one issue with the standard ticket configuration. 

On Self service portal and employee center portal on the incident ticket page we will get an option of Resolve, close, reopen. These are properly working on the PDI. 

When I cheked on my Org instance its not working, those actions are not visible on the portal. 

Any suggestions to cross check. 

I check the record from the ticket configuration its active only. 

[Ankur Bawiskar]

@tippireddip 

I couldn't find this actions on SP portal but it's present on ESC for me

Try to compare the widget and see how it's showing the Actions in SP

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[Ankur Bawiskar]

@tippireddip 

just checked in standard ticket configuration for incident table

it should have the 3 widgets linked to each action

You can migrate the XML of those to your customer instance from PDI

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Ankur Bawiskar]

@tippireddip 

the "Incident Standard Ticket Actions" widget is used in ESC ticket page and hence the Action is seen for Caller

that's not available in Service Portal

see this link on how to add that, it's a customization

Create Reopen Incident Widget which requires comments for Service Portal 

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏