How to make changes in widget on Case page of CSM portal

[prbhav___attray]

In my CSM portal when i open any created case, then on that page i see a action dropdown button clicking on which i get an option of close case, now i want to add another option here as "Escalate to live agent" and after clicking on it i want to change the assignment group of that case to another.

I have created a clone copy of "Case ticket action" OOB widget and made necessary changes for adding "Escalate to live agent" option but the problem is it is not reflecting in CSM portal i can still see only close case option. I Even tried to add my cloned widget on "csm_ticket" page that also didn't work. 

Please suggest me some solution regarding this issue.

[GlideFather]

Hi @prbhav___attray,

it seems that it could be this widget "Case Ticket Action" (case-ticket-action):

https://yourinstance.service-now.com/nav_to.do?uri=sp_widget.do?sys_id=62267ab1c321120058879f2974d3aebd

It's difficult to share with you as the field is HTML and very wide but look at this: 

You will need to clone it first (best practice) and then add state conditions - when the agent escalation shall be possible (e.g. not for New or not for Clsoed state etc).

This might give you just the idea how to add a new option to that widget, let's try if it works (preferably in your PDI first) and then you will need to add the behaviour upon clicking it.

Let me know your next progress to discuss

[prbhav___attray]

Hi @GlideFather 

Thank you for your response but i found the solution of it , first i created a cloned widget of "Case ticket action" and made necessary changes to it, so that i could see "Escalate to live agent" option.

And then , I added this cloned widget to the standard ticket configuration page. In the Action Region tab, I updated the Action Widget field.

ticket configuration page for Case:
https://<instance name>.service-now.com/ticket_configuration.do?sys_id=d5a8994b534a10105b51ddeeff7b1257