- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
Wednesday
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.
Solved! Go to Solution.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
Wednesday
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
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
Wednesday
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.
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
Wednesday
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
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
Wednesday
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
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
Wednesday
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