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How can I configure the post incident creation screen in the portal?

Pati Uday Kiran

I want to create an incident, let's say I have fields A, B, C, D & E.

I want my incident portal or request form to show A, B, C & D fields only while filling the form in portal but E field should be visible in portal only after creation of incident.

How can we make it possible?

Accepted answers

Kris Dewachter

Hi @Pati Uday Kiran ,

For the portal, I don't think this is possible out-of-the-box.

What is the exact use-case ? Why would you want field E only displayed after ticket creation?

Best regards,

Kris

All comments

Kris Dewachter

Hi @Pati Uday Kiran ,

For the portal, I don't think this is possible out-of-the-box.

What is the exact use-case ? Why would you want field E only displayed after ticket creation?

Best regards,

Kris

Pati Uday Kiran

Hi @Kris Dewachter

I want to see A, B, C, & D fields during the incident creation where customer can give his/her inputs.

After creation of incident it's showing the summary of incident like

A, B, C & D fields with customer inputs.

But here, I also want to see field E and it's input after creation of incident(which is dependant on the inputs given by C & D)

I don't want any user to give manual input to E during incident creation as it automatically gets assigned via my automation rule.

This is my requirement. Will it be possible?

Regards,

Uday

Kris Dewachter

Hi @Pati Uday Kiran ,

If you want to make the value of field E visible for the customer in the portal, i think you have 2 options :

1. Make the field visible like A, B, C and D. But then the customer will be able to enter a value upon ticket creation. You can ask them via the field description not to enter a value, but you can not prevent them from entering something. But since the value will be overwritten by the automation rule, this is maybe not a problem.

2. Instead of making field E visible in the portal, you can add an action to your automation rule that will also post the new value of field E in a public comment on the ticket. Like that, the customer can see it's value without having it in the portal.

Best regards,

Kris

Pati Uday Kiran

Hi @Kris Dewachter ,

Thanks for the options. I think the second option works for me but I want to know how we can achieve that.

Regards,

Uday.

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