Adding a field to the Ticket Conversations Widget in Service Portal

shawn_h · ‎01-16-2019

Hi folks,

Looking for a bit of help in adding a field to the Ticket Conversations Widget in the Service Portal.

Ideally, I'd like to populate "close_notes" from a resolved incident, so the user can see what action was taken on resolution.

I've cloned the OOB Ticket Conversations Widget, but I'm at a bit of a loss on how to proceed with building the field into a new entry, as it looks like it's only set up to easily add/remove journal fields, and it's a bit past my scripting ability.

Alternatively, if i used a business rule to copy the close notes into one of the Journal fields so it displayed this way, I'd have to suppress a notification, which isn't ideal and thus isn't my preferred solution.

Would anybody be able to help out please?

Nia McCash · ‎01-21-2019

Hi Shawn,

This is a quick attempt and is far from a complete solution but perhaps it can give you some ideas in the right direction...

I copied the OOB Ticket Conversation Widget and copied the HTML code that represents an entry in the conversation (lines 53-74) to show the close notes. I've commented out lines 61-67 because I didn't want to go into the complexities of figuring out when the close note was posted. If you'd like that, hopefully you can do that on your own:

In the Server script, I've added a line of code to get the close notes from the ticket. You'll want to add to this to only fetch the close notes if the ticket is an incident and only if the ticket is closed, and perhaps some other error checks:

With the above, I get something that looks a little like this:

View solution in original post

Maverick E · ‎01-17-2019

Maybe I have misunderstood but this option is actually OOB. When resolving an incident, you can go to the "Resolution Information" Tab and type in the resolution notes before you resolve it. These notes will appear in the tree that you have shared.

shawn_h · ‎01-21-2019

The OOB functionality only works when the activity stream is edited in the platform view, but doesn't show in the Service Portal like I'm trying to achieve.

In the end, I've edited the HTML for the widget, and added in a new box with the close_notes just within the stream dependent on the incident state. It doesn't quite look the way I'd like, but works.

Heather White · ‎02-07-2020

Shawn-how were you able to achieve this? Do you have the code?

Nia McCash · ‎01-21-2019

Hi Shawn,

This is a quick attempt and is far from a complete solution but perhaps it can give you some ideas in the right direction...

I copied the OOB Ticket Conversation Widget and copied the HTML code that represents an entry in the conversation (lines 53-74) to show the close notes. I've commented out lines 61-67 because I didn't want to go into the complexities of figuring out when the close note was posted. If you'd like that, hopefully you can do that on your own:

In the Server script, I've added a line of code to get the close notes from the ticket. You'll want to add to this to only fetch the close notes if the ticket is an incident and only if the ticket is closed, and perhaps some other error checks:

With the above, I get something that looks a little like this:

Troya1 · ‎10-01-2019

IS THE MADRID?