Create a custom tab in standard ticket header to show Related Records of the case

saishruthis
Tera Contributor

Thursday

Hi,

I’m currently stuck with the same issue. I’m trying to display a Related Records tab in the Standard Ticket page, so I configured a tab with Type = Custom and used the OOTB Case Related Records widget. However, the tab is not displaying any data, even though related cases exist for the record.

I’ve reviewed the available documentation but haven’t been able to find anything that explains this behavior or what I might be missing. Could you please help me understand what needs to be configured for this to work correctly?

saishruthis_0-1777618110953.png

 

Note: There is no visibility condition added (tab must be visible always).

 

Thanks in advance.

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Vishal Jaswal
Giga Sage

Friday

Hello @saishruthis 

If your portal url contains
?id=standard_ticket
&table=sn_customerservice_case
&sys_id=case_sys_id

then this widget "Case Related Records" server script logic will run as follows:

Line#3 below will be the case sys_id in the URL:

var caseGr = $sp.getRecord();

 

VishalJaswal_0-1777662043995.png

 

and Line#8 will call the out-of-the-box API to run and returns object or related records like problem, change, requests, project_change, issue.

VishalJaswal_1-1777662356832.png

 





Hope that helps!
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