SOW - Adding tab within catalog task form

[Glenn8]

Hi all

I have had a request to add a tab within the catalog task form within Service Operations Workspace. Where we currently have "Details" and "Related records", they would like a 3rd option/menu , "RITM Comments" (see attached for where they would like it added).

The "RITM Comments" tab would contain all additional comments/RITM comments within the ticket, as the activity log within the SCTask does not display RITM comments previously added to earlier SCTasks.

Is this something that is possible, thank you for any help/advice you can provide.

[Mark Manders · Accepted solution]

You would be creating a related list to the sys_journal_table, and find the relation to a related record of your current record. I would highly recommend against that, especially because the RITM is already on the screen. You can just go to the RITM tab to see the comments there.

Next to that, it shouldn't be necessary to see comments from other sctasks. If those are needed to resolve the task you are on, check them on the RITM, or make sure they are copied to the sctasks. This last thing would be prefered on top of showing all comments of the ritm in a related list of the sctask.

[Mark Manders · Accepted solution]

You would be creating a related list to the sys_journal_table, and find the relation to a related record of your current record. I would highly recommend against that, especially because the RITM is already on the screen. You can just go to the RITM tab to see the comments there.

Next to that, it shouldn't be necessary to see comments from other sctasks. If those are needed to resolve the task you are on, check them on the RITM, or make sure they are copied to the sctasks. This last thing would be prefered on top of showing all comments of the ritm in a related list of the sctask.

[Ankur Bawiskar · Accepted solution]

@Glenn8 

A new tab means a new related list.

I agree with @Mark Manders, showing that sys_journal_field as related list means you are rendering the OOTB system table and I will say it will have impact as this table is huge.

The agents can navigate the the RITM and see the comments.

If you still require then this is how you can do that

1) create a defined relationship, create a new record on table "sys_relationship"

Applies to : Sc Task

Queries from : Journal field

(function refineQuery(current, parent) {

	// Add your code here, such as current.addQuery(field, value);
	var ritmSysId = parent.request_item;
	current.addEncodedQuery('name=sc_req_item^element=comments^element_id=' + ritmSysId)

})(current, parent);

2) then configure the Service Operations Workspace view of sc_task and add this Related list which you created above. Ensure you update that view in correct scope

3) it will start appearing in workspace

RITM Comments added:

Started showing as Tab on SC Task with those 2 comments added on RITM

Note: You can enhance it further to show comments from other catalog tasks as well belonging to same RITM. I hope I answered your query.

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