How to return the "Cancelled" State of Case to previous state

Insang Lim
Kilo Contributor

‎05-29-2022 07:17 PM

Some users are mistakenly clicking the "Cancel" in the case window of Agent Workspace.

There are no re-comfirming pop-up and the case going to dead-end.

So, I am asking how can we recover this mistakenly "Cancelled" case?

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Community Alums
Not applicable

‎05-29-2022 08:32 PM

Hi @Insang Lim ,

You can run a Background script, something like this:

var gr = new GlideRecord("table_name");

gr.get("your_sys_id");

gr.state= '-6';( the state which you want them to see)

gr.update();

 

Mark my answer correct & Helpful, if Applicable.

Thanks,
Sandeep

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