Configure custom fields to show on the Standard Ticket page in ESC portal in ServiceNow

[SanaPR]

Hi,
I'm looking to add a custom field on the ESC portal RITM Ticket Header page.
Custom field is on RITM form. I want to show it on the ESC portal under Requested For field. I also want to show it as per condition in Item field. If Item name is something specific then only show this custom field. Also the value of this field changes as per the States/Stages. Can we do this. I tried adding the field in Standard Ticket Configuration for sc_req_item table, but it did not work. Is the requirement achievable? Can this custom field added be Dynamic instead of static.?

Thank you for any thoughts, suggestions, solutions in this regards.

[debendudas · Accepted solution]

Hi @SanaPR ,

Please follow the below steps to configure this:

• Navigate to "All > Standard Ticket > Standard Ticket Configuration"
• Open the record of "sc_req_item".
• Add your custom field in the "Info fields" field and save the form

After this configuration you will be able to see the custom field in the ticket page.

Please note, this field will be visible only when it's not empty. So you can clear the field value if you need to hide this field for some conditions.

[GraceFi]

Is there a way to make fields show up even when they are empty and make them editable as well from this Standard Ticket View? Users should be able to add attachments via a custom field here even after requesting the ritm.

[SanaPR]

Thank you for the response. I had it created by adding in Info fields in Standard Ticket Configuration. But it wasn't visible. But when I put some value in it , it did show up in the esc portal. Thank you for mentioning it.