I as end user check self service portal for tickets created by me, then I should be able to see if any Problem ticket or Change is attached to my incident (Irrespective of status). Today this is possible from backend access only (ITIL), but we would

ashish211
Tera Contributor

‎02-08-2022 09:35 PM

I as end user check self service portal for tickets created by me, then I should be able to see if any Problem ticket or Change is attached to my incident (Irrespective of status). Today this is possible from backend access only (ITIL), but we would like to expose this information to our End users too, so that they are aware on progress of case in case if their incident is closed on behalf of Problem or change.

 

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Jake Sadler
Kilo Sage

‎02-09-2022 02:29 AM

Hi,

 

You can add custom fields to show the values.

 

Create a reference field called related problem on the incident form

Create a reference field called related change on the incident form.

 

Now your users can populate these fields and you can display them in the portal view.

 

If my answer helped please mark it as helpful or correct.

 

Thanks

 

Jake

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