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

NelishaJ · 3 weeks ago

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.

Chaitanya ILCR · 3 weeks ago

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

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NelishaJ · 3 weeks ago

@Chaitanya ILCR ,

Thank you so much for this clarification. Really appreciate you efforts.

I found there were no variables associated with that incident thats why additional details not visible but i still have a question that i created it with record producer only then why variables are not attached. And i saw now im creating new incident variables are associated then what happened with legacy incidents? Hope i'm clear with my doubt. Please help if you can.

Thanks