Can we open Requests which have been closed using Fix Script?
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‎10-13-2023 11:03 AM
Can we open Requests which have been closed using Fix Script?
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‎10-14-2023 01:04 AM
Hi, I recommend to use 'Background Script' and it wil help to rollback easily.
Suresh.
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‎10-14-2023 03:44 AM
Hi Vikas,
Create a UI action to reopen a closed request that was closed in the last 2 days.
Please follow these steps:
1) Create a flag (true/false) field on RITM.
2) Create UI action with condition as flag is false and gs.getUserID == current.requested_for
3) Create on scheduled job which will check when ticket was closed and compare it with current date if this is more that 2 days then set the flag field to true which will hide the Reopen UI action.
Also, you have to keep one thing in mind that this REQ, RITM and CTask are linked together and workflow is attached. So when you reopen them you have to start workflow again and approvals as well.
Also remember, it is not a best practice to reopen a closed complete request. It's like an order on e-shop, if the good or service received is not conform to your expectations, you have to open an incident.
Please do mark correct and helpful based on impact.
Regards,
Kavita Bhojane
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‎10-14-2023 03:46 AM
Hi Vikas,
Create a UI action to reopen a closed request that was closed in the last 2 days.
Please follow these steps:
1) Create a flag (true/false) field on RITM.
2) Create UI action with condition as flag is false and gs.getUserID == current.requested_for
3) Create on scheduled job which will check when ticket was closed and compare it with current date if this is more that 2 days then set the flag field to true which will hide the Reopen UI action.
Also, you have to keep one thing in mind that this REQ, RITM and CTask are linked together and workflow is attached. So when you reopen them you have to start workflow again and approvals as well.
Also remember, it is not a best practice to reopen a closed complete request. It's like an order on e-shop, if the good or service received is not conform to your expectations, you have to open an incident.
Please do mark correct and helpful based on impact.
Regards,
Kavita Bhojane
