question How do I add fields in incident form to service portal in Virtual Agent forum

How do I add fields in incident form to service portal

dmarinos — Mon, 15 Jul 2024 18:43:58 GMT

Hi,

I am sure this has been answered already. Any help would be great!

In my incident form, I have 3 fields that need to be on my service portal

- Queue

- Category

- Subcategory

Subcategory is dependent on Category. Category is dependent on Queue.

Example:

Queue = Facilities

Category = Heating/Air Conditioning (This shows only categories related to Facilities)

Subcategory = Too Cold

All of the dependencies are already setup. If the queue Facilities is picked, the right categories show, if IT is picked, only IT categories will show. Works perfectly in this incident form.

Issue I am facing:

I need to add these fields, with the same dependencies to the service portal so the users are able to able to set this. How do I do this?

Re: How do I add fields in incident form to service portal

AnirudhKumar — Mon, 15 Jul 2024 19:36:48 GMT

What page are you using to display incident on your portal?

If its a 'form' page, then set a view parameter.

Re: How do I add fields in incident form to service portal

Sumanth16 — Mon, 15 Jul 2024 20:01:30 GMT

Hi @dmarinos ,

Try to add fields to the Mobile view on incident table from list.

Please refer to below thread:

https://www.servicenow.com/community/itsm-forum/need-to-add-fields-in-my-incidents-in-portal-shown-below/m-p/574270

Hope this helps. Please mark the answer as correct/helpful .

Thanks & Regards,
Sumanth Meda

Re: How do I add fields in incident form to service portal

masoom098i9 — Tue, 16 Jul 2024 05:28:23 GMT

Can you show your dependencies, in my PDI is working fine

Re: How do I add fields in incident form to service portal

Community Alums — Tue, 16 Jul 2024 12:34:27 GMT

Select" All"

Re: How do I add fields in incident form to service portal

dmarinos — Tue, 16 Jul 2024 16:02:36 GMT

In record producer, I have a "Create an Incident" page.

There variables are the ones that are displaying on the service portal page. The first 3 are the ones that are linked to Queue, category and subcategory. I have them here, but the dependency rules are not in affect.

Re: How do I add fields in incident form to service portal

dmarinos — Tue, 16 Jul 2024 16:06:02 GMT

I have them set on the dependent value.

It seems to work fine when in the incident form. But does not pick up when it's in the service portal.

Re: How do I add fields in incident form to service portal

dmarinos — Tue, 16 Jul 2024 16:15:21 GMT

Where is this located?

Re: How do I add fields in incident form to service portal

dmarinos — Tue, 16 Jul 2024 16:28:59 GMT

Thanks for this! I am looking to enable dependencies based off a field selection in the service portal.

Re: How do I add fields in incident form to service portal

dmarinos — Wed, 17 Jul 2024 17:15:16 GMT

Hi All,

Thank you for helping me out. I found the solution to this.

My Category was set to a Select Box. I needed it to change to a Lookup Select Box

Now, I have subcategory dependent on the Category, while Category is dependent on the queue. I needed to specify the Type Specifications to the following. The JavaScript line, you just need to change the "subcategory" and ".category".