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

The Urgency can only be changed if the ticket state is not Completed or Closed.

The administrator can select if phone number and warning should be visible, and change translations for the widget.

This widget is related to the urgency column of the itsm_incident and itsm_request tables. It is also available for the tables extended from itsm_incident and itsm_request tables.


Widget appearance

  1. Tooltip that explains the funcionality of Urgency. 
  2. Current ticket Urgency.
  3. The button that allows users to change the ticket Urgency.

The Change button opens selection of the ticket Urgency:

If the Urgency is set to Very High, the users see additional warning message:

The phone number is defined by the value of the system property itsm.notification.contact.phone.


Add widget to a portal page

To add the widget to a portal page, complete the following steps: 

  1. Navigate to Portal structure → Pages. Find the required page, open the page container to which you need to add the widget, open the required row and column from the related lists.
  2. Click New in the Widget Instances related list.
  3. Select the "View Form Urgency Field Editor" in the Widget field.
  4. Enter the widget options in JSON in the Schema option values field. 
  5. Specify Order, select Active and Public checkboxes.
  6. Click Save or Save and Exit to apply the changes. 

Schema option values of View Form Urgency Field Editor widget

OptionDescriptionPossible values
phoneSpecify if the phone number should be displayed when the Urgency is set to Very High.true, false
isShowWarningSpecify if the warning message should be displayed when the Urgency is set to Very High.true, false
sourceMessageSpecify the source message displayed in the warning message before the phone number."Custom warning message for urgency widget" if you want to change the translations, "Сontact us in any available way to confirm the information" if you want to use the default message.


{"phone": "true", "isShowWarning": "true", "sourceMessage": "Custom warning message for urgency widget"}