"Additional details s" tab in incident ticket not visible for legacy incidents in ESC

[NelishaJ]

Hi,

I've added this additional details tab from ticket_configuration table but its not visible for legacy incidents on in newly created incidents, after adding this tab, it's visible.

Can someone help. Thanks in advanced.

[Ankur Bawiskar]

@NelishaJ 

what's there in that tab?

what did you add?
did you clear instance cache using cache.do and then logout and login again?

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

[Chaitanya ILCR]

Hi @NelishaJ ,

that should not be the case 

please share more details on this share screenshots of standard ticket configuration records

is there a condition added on the standard ticket configuration? if yes check if the tickets are meeting the criteria

Please mark my answer as helpful/correct if it resolves your query.

Regards,
Chaitanya

[NelishaJ]

From here i've added the additional details tab and remaining tabs were present there already: image1

And how it should reflect on ESC:  Clicking on my requests where all RITM and Incidents are visible or when submitting any incident the page comes there additional details should be visible but its working for new inc only and no condition applied.: image2

[Chaitanya ILCR · Accepted solution]

Hi @NelishaJ ,

is the highlighted incident is created using record producer or is it created directly

you will only see if the variable summarizer tab if variables are associated with it

if it is created using record producer you will see the variables 

example:

incident with variables

incident with no variables associated

Please mark my answer as helpful/correct if it resolves your query.

Regards,
Chaitanya