Configure incident ticket page

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read

    • Configure the Incident ticket page from where users can view the details of an Incident in Service Portal.

    Before you begin

    Role required: admin

    Procedure

    1. Navigate to All > Standard Ticket > Standard Ticket Configuration > Incident.
    2. Click the Incident record.
    3. On the form, configure the fields.
      Table 1. Ticket Configuration form
      Field Description
      Table Task-extended table for which you want to configure the standard ticket page.
      Active Option to specify if the ticket configuration is active.
      Application Application associated with the ticket configuration.
      State field Any field of the task-extended table. By default, this field is mapped to the State field of the task-extended table. You have to configure the form to add this field.
      Note:
      You cannot add fields for any of the following information:
      • Number
      • Short description
      • Created date
      • Updated date
      • Watch list
      • Any user input such as comments and work notes
      Info Region
      Show 'Description' Scenario where the request description should be displayed. Possible options are:
      • None
      • Always
      • When no variables
      Note:
      When displayed, you can expand and collapse the description.
      Advanced Option to specify that a widget should be displayed in the info region.
      Info widget Widget that should be displayed in the info region. This field appears only when the Advanced check box is selected.
      Info widget parameters Comma-separated list of info widget parameters. This field appears only when the Advanced check box is selected.
      Info fields Fields that should be displayed in the info region. This field disappears when you select the Advanced check box.
      Note:
      You cannot add fields for any of the following information:
      • Number
      • Short description
      • Created date
      • Updated date
      • Watch list
      • State
      • Any user input such as comments and work notes
      Action Region
      Action widget Widget to specify the actions available in the info region.
      Action widget parameters Comma-separated list of action widget parameters.
      Note:
      • By default, the Activity and Attachments type tab configurations are available for all standard configurations.
      • You cannot duplicate any tab type other than Custom.
      • You can configure a maximum of five tabs.
      • You can add only one of these tab types:
        • Variable Editor (Read-Only)
        • Variable Summarizer
    4. Right-click the header menu and click Save.
    5. On the Tab Configurations related list, configure the fields.
      Table 2. Tab Configuration form
      Field Description
      Type Tab type based on which a widget is displayed. Possible options are:
      • None
      • Activity
      • Attachments
      • Custom
      • Variable Editor (Read-Only)
      • Variable Summarizer
      Tab name Name of the tab.
      Application Application associated with the ticket configuration.
      Order Order in which the tab should be displayed in the tabs section.
      Visible Conditions for the tab visibility.
      Widget Widget that should be displayed in the tabs section. This field appears only when Custom is selected from Type.
      Widget parameters Comma-separated list of tab widget parameters. This field appears only when Custom is selected from Type.
    6. On the Ticket Configuration form, click Update.