Incident standard ticket page › Managing incidents › Incident Management › IT Service Management

Release: Australia · Updated: 2025-01-30 · Official documentation · View source

Configure incident ticket page

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

Navigate to All > Standard Ticket > Standard Ticket Configuration > Incident.
Select the Incident record.
On the form, configure the fields.

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.Note: Enter parameters in the format `key=value` separated by commas. For example, `table=incident, sys_id=current.sys_id`. To find the valid parameters, open the widget record in the Service Portal and review the client or server scripts for the accepted input options.
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: Use the same `key=value` format as Info 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

Select and hold (or right-click) the header menu and select Save.
On the Tab Configurations related list, configure the fields.

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.

On the Ticket Configuration form, select Update.