How to show an incident description in the Service Portal

[Cassandra Cuppl]

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!

[Paul D1]

Hey Tom,

You can find this at Standard Ticket -> Standard Ticket Configuration and then drill down to the specific table you wish to modify such as incident or sc_req_item and you'll see a screen similar to the image I attached above.

Cheers