In our environment, some of our incidents are created by itil users directly through the UI16 interface and others are created using record producers with variables in the Service Portal.
I have updated the standard ticket configuration to add the additional details and show values when the record producer incidents are created.
I would however like that tab to show the description field of the incident if there are no variables associated to it. I am unable to determine how to show that value with the criteria.
So ultimately, if the incident was created in the Service Portal it should show the variables but if it was created in UI16, it should show the description field. Any help is appreciated!
Hi Cassandra,
Have you tried the Show Description when no variables caper? This should show a "Show more" button for INC that had no variables (ie. created via UI) and show the Additional Details tab for those created via portal/record producer.
Hi Cassandra,
Have you tried the Show Description when no variables caper? This should show a "Show more" button for INC that had no variables (ie. created via UI) and show the Additional Details tab for those created via portal/record producer.
I was able to find where to set the Show 'Description' to Always. However when you look at the description in the service portal it does not keep any carriage returns that were put into the description field.
As can be seen above in the ITIL User view there were carriage returns put into the description field, however they do not carry over into the Service Portal view.
Does anyone know of a way to set it up so that it keeps the formatting?
