Incident fields are not getting visible on the portal in details tab.

[Yogita11_]

Hello All,
As we know, when an incident is submitted through the portal, certain fields become visible in the "Details" section. However, when an incident is created from the backend, the "Details" tab appears empty when viewed on the portal. We need to ensure these fields are also visible in the "Details" tab on the portal for backend-created incidents. Additionally, we need to make all incident fields visible on the portal. Does anyone have any ideas?

[Kusuma2]

Hi Yogita,

Additional Details tab' on ESC shows Variables and which are filled when using Record producer on ESC to create record (Incident), which means when user creates and submits an Incident from ESC record producer then it has some variables associated with it. Therefore the 'Additional Tab' is visible to show the variables value(read-only).

But when an Incident record is created and submitted from EMAIL or Native UI then we are actually utilizing the fields from original INC table are being mapped) and no record producer variables used to submit this information.

In this case 'Additional Details' tab will not have any information to display and thus it will be hidden. 

Thanks

[Yogita11_]

Okay, but anyhow is it feasible to show the fields?

Either it creates from backend or portal all the incidents fields should show on a portal when we open it there.

[AnveshKumar M]

Hi @Yogita11_ 

It seems the details tab is not out of the box tab for Incident, it is custom developed.

From my guess, when an Incident is submitted from Service Portal, it would be through a record producer, so the incident has variables data attached to it, and it will display those variables data in Incident, but when the incident is created directly in the native view, it won't have any variable data associated with it hence there is nothing to display in Details tab.

Please mark my answer helpful 👍 and accept as a solution ✔️ if it helped.

[Yogita11_]

Okay, but anyhow is it feasible to show the fields?

Either it creates from backend or portal all the incidents fields should show on a portal when we open it there.