Service Portal - Standard Ticket Header widget not showing for opened by user

[Khalnayak]

Hello,

Currently, the opened by user cannot see the standard ticket header in the portal.

It shows for the opened for user but not opened by.

we need to amend this so opened by can also see this standard ticket header

currently showing like this..

but should display like this:

I have had a look at the standard ticket configuration table but I'm not sure which table this bereavement record producer sits under and which one needs editing and how.

Can someone help me with this please.

[Khalnayak]

Hi @Anil Lande I did check that before but I cannot find a script include with that name?

could it be some other script?

[Khalnayak]

@Anil Lande also im not sure if that visibility filter has anything to do with why the standard ticket header isn't showing, as the filters are for the tab configurations.

I cannot see any filter or condition builder for the ticket configuration.

could the filter or logic be scripted inside the HRM Case Info widget itself?

[Anil Lande]

Standard Ticket configuration is table specific, and related list tabs like Tasks/To-Dos, Activity, Approvers etc are tabs. 

Header is visible and common for all users and tabs have visibly condition and visible to users whom that condition is evaluated to true.

Thanks,
Anil Lande 

[Anil Lande]

Hi,

Name of script include is hr_StTabVisibilty, when we call scoped script include we call it using API Name.

Please check script include having name 'hr_StTabVisibilty'.

Test this behavior by removing Visibility condition, It will help you to understand that visibility condition is removing those tabs for Opened By user.

Once you get that confirmation you can make changes to script include function.

Thanks,

Anil Lande

[Khalnayak]

Thank you @Anil Lande that's helpful.

However, the standard ticket header is the issue here. The tabs are visible to the opened by user, but just not the standard ticket header.

The standard ticket header does show for the opened for user but not opened by and yet opened by user can see the tabs such as activity, approvers, attachments and additional details.

Please help.