Well, either I'm not understanding something or this is not quite working.
Ivanti Service Manager 2018.1
I created a helpdesk layout for our external helpdesk. These helpdesk agents will be exclusively supporting external contacts.
Then I go to Incident Header
Then I add
And a few others.
All reference ExternalContact as shown above.
We create an incident
It doesn't pull any of the information there.
I can manually link the externalcontact details to the incident and it all auto-fills, but I guess what I can't seem to work out is how to have the externalcontact link to the incident, even though I've already put their information in as the "customer" and the incident does show up under their profile.
Has anyone linked information like this in an incident and had it show up properly in the header, or additional tabs/fields added to an incident pulled from an externalcontact form?