Display description field in the Standard Ticket widget

[Abhinav7]

Hi Community,

I am struggling to get the description field from the incident form on the SP. When someone clicks on My incidents and sees the incident detail in the Service Portal, they cannot see the description (which is the OOB behaviour). I would like to add another tab next to Activity and Attachments to show the description of the incident in the Service Portal view.

Any help here would be really appreciated as I need it quite urgently.

Regards,

Abhinav

[Anjum1]

Hi Abhinav,

There are couple of ways in which we can get description field of incident show up on standard ticket page.

Go to Standard Ticket Configuration module and open it. Select Incident Ticket Configuration record.

1. Set the field Show Description to Always or When no variables according to what suits your requirement.

This will add the description field on ticket page with Show more/ Show less toggle as below

2. You can also include Description in Info fields field. This will show up Description alongside Caller, Urgency fields in standard ticket header as below

3. If you want to show description in separate tab then firstly we have to add a tab to Incident ticket configuration.

On the Incident Ticket Configuration page, Click New from the Tab configurations related list. On the newly opened page, select type as custom, give a tab name and select a widget which should be created such that it takes the incident sys_id and displays the description of the incident. Submit the tab configuration. 

This adds a new tab with a widget to show description.

Thanks,

Anjum

[hnagarimadugu]

Good Job @Anjum1 @

[ManeeshaD]

I am not able to see Description until I highlight that can you help me with this