question Re: Priority of incident change in support portal priority value display in page id=ticket is differ in Community Central forum

Priority of incident change in support portal priority value display in page id=ticket is different

KripaV — Mon, 26 May 2025 04:58:24 GMT

Hi all,

When the incident priority is manually change from priority 1 to priority 2 that change is not display in support portal page id=ticket. widget name= "ticket field" shows correct priority but widget name= " Variable Summarizer" shows previous value.

Can anyone help to fix this issue?

Re: Priority of incident change in support portal priority value display in page id=ticket is differ

Robert H — Mon, 26 May 2025 05:07:49 GMT

Hello @KripaV ,

Is this Incident created from a Record Producer?

If so then this makes sense because changing the Priority field on the Incident record has no impact on the value of the Priority variable on the Record Producer. So the variable summarizer only tells you the original values that the Record Producer was submitted with.

Regards,

Robert

Re: Priority of incident change in support portal priority value display in page id=ticket is differ

Ankur Bawiskar — Mon, 26 May 2025 05:42:03 GMT

@KripaV

how is the INC created?

I believe it's from some record producer since it's a ticket page.

how are you changing the value?

If my response helped please mark it correct and close the thread so that it benefits future readers.

Re: Priority of incident change in support portal priority value display in page id=ticket is differ

KripaV — Mon, 26 May 2025 06:29:19 GMT

its created from record producer.

Re: Priority of incident change in support portal priority value display in page id=ticket is differ

KripaV — Mon, 26 May 2025 06:37:11 GMT

Also priority value change from here

Re: Priority of incident change in support portal priority value display in page id=ticket is differ

Ankur Bawiskar — Mon, 26 May 2025 06:58:34 GMT

@KripaV

the priority on ticket page is a field or variable of that record producer?

If it's field then it should show the same value as of that of field

if it's variable then it won't reflect the change

If my response helped please mark it correct and close the thread so that it benefits future readers.

Re: Priority of incident change in support portal priority value display in page id=ticket is differ

KripaV — Mon, 26 May 2025 07:57:38 GMT

Hi Robert

Thanks for reply, its created from record producer.

Re: Priority of incident change in support portal priority value display in page id=ticket is differ

KripaV — Mon, 26 May 2025 07:58:41 GMT

Hi Ankur,

Thanks for your response.

Priority is a field in incident table.

Re: Priority of incident change in support portal priority value display in page id=ticket is differ

Ankur Bawiskar — Mon, 26 May 2025 08:27:26 GMT

@KripaV

I am referring to this? Is that a field from INC or a variable from your record producer?

Other field if changed in Native reflects the change in ticket page?

If my response helped please mark it correct and close the thread so that it benefits future readers.

Re: Priority of incident change in support portal priority value display in page id=ticket is differ

KripaV — Tue, 27 May 2025 04:14:33 GMT

Other field change also not reflecting in ticket page.

Re: Priority of incident change in support portal priority value display in page id=ticket is differ

KripaV — Tue, 27 May 2025 04:30:25 GMT

Apologies I don't know its a field from INC or variable from record producer.

Re: Priority of incident change in support portal priority value display in page id=ticket is differ

Ankur Bawiskar — Tue, 27 May 2025 05:02:57 GMT

@KripaV

Please investigate that and then the debugging steps we shared should help you.

Re: Priority of incident change in support portal priority value display in page id=ticket is differ

KripaV — Tue, 27 May 2025 05:57:01 GMT

Hi Ankur,

In Ticket fields widget values from INC field and Variable summarizer values from record producer.

Re: Priority of incident change in support portal priority value display in page id=ticket is differ

KripaV — Tue, 27 May 2025 06:14:01 GMT

Hi all,

I found the solution for this issue.

The variable summarizer widget take values from Record Producer its not update the changes made. So what I do is in Ticket fields widget we need to hide Variable summarizer widget and add columns we need to display in Ticket field widget.

1. hide variable summarizer widget in HTML of Ticket fields widget

2. Add needed field in Ticket fields widgets(Server Script)

Now its will display correct value of each field each if the values are change.

Many Thanks to all.