How to add "Additional details" tab after "activity", "attachment" for incidents on portal that appears after ticket is submitted.

[Imatiaz]

additional details need to be visible for an incident ticket, it is by default visible for requested items.

[JohnnySnow]

Hi, Please check if below link helps.

https://community.servicenow.com/community?id=community_article&sys_id=4c40cf4ddb04ecd0190b1ea6689619f9

Please mark helpful/correct if it helped you resolve the issue.

Thanks

[Imam Pasha1]

Hi Imatiaz,

To Add Additional Details tab for incident ticket follow the below steps.

1.Go to Slandered ticket configuration from left navigation.

Open incident Record and add additional details tab.

Please mark helpful/correct if it helped you resolve the issue.

Thanks 

Imam Pasha.

[Rahul56]

Hello,

It does not replicate on incident table.

Can you please provide steps how you configure on incident table.

Thanks.

[Madhuri31]

Hello @Rahul56 There is a small catch for 'Additional Details' tab to be visible on ESC portal.

Additional Details tab' on ESC shows Variables and which are filled when using Record producer on ESC to create record (Incident), which means when user creates and submits an Incident from ESC record producer then it has some variables associated with it. Therefore the 'Additional Tab' is visible to show the variables value(read-only).

But when an Incident record is created and submitted from EMAIL or Native UI then we are actually utilizing the fields from original INC table are being mapped) and no record producer variables used to submit this information.

In this case 'Additional Details' tab will not have any information to display and thus it will be hidden. 

Please mark helpful/correct if it helped you resolve the issue. Thanks!