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Version: 1.24.2

View Form Urgency Field Editor

The View Form Urgency Field Editor widget is a portal widget, in which the caller can see current ticket Urgency and edit it.

note

The Urgency can only be changed if the ticket state is Registered, Assigned, Authorization, In progress, Information needed, Postponed, External processing.

You can specify if the phone number and the warning message should be displayed. You can also edit the texts and translations for the widget.

This widget is related to the Urgency column of the the Incidents (itsm_incident) and Requests (itsm_request) tables and the tables extended from them.

See the Add Widget to Form article for the information on how to add a widget to a form.

Widget interface​

  1. A tooltip that contains the definition of urgency.
  2. Current ticket urgency.
  3. The button that allows users to change the ticket urgency.

Click Change to set a new value for the ticket urgency.

If the Very high option is selected, a warning message appears:

Specify the phone number in the system property itsm.notification.contact.phone.

Configure the widget​

To configure the value of the widget options, complete the following steps:

  1. In the burger menu of the form where the widget is located, select Configure → Form → Layout.

  2. In the Selected box, find the widget you need to configure. Click the icon to the right of the widget title.

  3. In the Configure the value of the widget options modal window that appears, specify the widget parameters in JSON format.

    Configure the value of the widget options
    {
        "phone": "true", 
        "isShowWarning": "true", 
        "sourceMessage": "Custom warning message"
    }
    • phone – set the value to true to display the phone number when the urgency is set to Very high.
    • isShowWarning – set the value to true to display the warning message when the urgency is set to Very high.
    • sourceMessage – specify the source message displayed in the warning message before the phone number. Possible values:
      • Custom warning message – specify to display a default message asking the user to contact you using phone.
      • Сontact us in any available way to confirm the information – specify to display a message asking the user to contact you in any available way.