Hello Shruti,
Another option depending on who you want to have the ability to bulk cancel or close tasks without modifying ACLs is a "list choice" UI Action backed with a GlideModal and an AJAX Script Includes. We had this same requirement from our business unit and built two separate list actions - Cancel Cases which requires a cancellation note and very similarly Resolve Cases which requires a resolution code and note. Both processes also check for active work orders before allowing the parent record to be resolved/cancelled; but you could leave that validation out if it is not a requirement. Here is how we solved the same requirement -
Cancel Cases - UI Action:
Form Config:
//Action name set to - resolve_cases
//Onclick set to - resolve()
//Condition set to - gs.hasRole("sn_customerservice_agent") || gs.hasRole("admin");
function resolve(){ //Calling onClick function
var tableName = g_list.getTableName();
var recordIds = g_list.getChecked();
var gdw = new GlideModal('sn_customerservice_resolvecases');
gdw.setTitle('Fill the resolution code and notes');
gdw.setPreference("table_name", tableName);
gdw.setPreference("record_ids",recordIds);
//gdw.setSize(550,300);
gdw.render();
}
Cancel Cases - UI Page Configuration:
UI Page HTML -
<?xml version="1.0" encoding="utf-8" ?>
<j:jelly trim="false" xmlns:j="jelly:core" xmlns:g="glide" xmlns:j2="null" xmlns:g2="null">
<style>
#cancellationNotes {
overflow: hidden;
width:90% !important;
overflow-wrap: break-word;
resize: none;
margin-bottom: 20px;
font-size: 20px;
}
#form_buttons {
float: right;
position: relative;
right: 7.7%;
}
</style>
<link rel="stylesheet" href="styles/heisenberg/heisenberg_all.css"/>
<g:inline template="heisenberg_output.xml" type="css"/>
<g:evaluate var="jvar_table_name" >
var tableName = RP.getWindowProperties().table_name || RP.getParameterValue('table_name') || '';
tableName;
</g:evaluate>
<g:evaluate var="jvar_record_ids" >
var recordSysIds = RP.getWindowProperties().record_ids || RP.getParameterValue('record_ids') || '';
recordSysIds;
</g:evaluate>
<div id="notification_msg_container"></div>
<input type="hidden" value="${jvar_table_name}" id="tableName"/>
<input type="hidden" value="${jvar_record_ids}" id="recordIds"/>
<g:ui_multiline_input_field name="cancellationNotes" id="cancellationNotes" label="Cancellation Notes" mandatory="true"/>
<div id="form_buttons">
<g:dialog_buttons_ok_cancel ok="return continueOK()" ok_type="button" cancel_type="button"/>
</div>
</j:jelly>
UI Page Client Script -
function continueOK() {
var tableName = gel('tableName').value;
var recordIds = gel('recordIds').value;
var cancellationNotes = gel('cancellationNotes').value;
if (cancellationNotes.trim() == '') {
addMessageBox("A cancellation note is mandatory!", 'alert-danger');
return false;
}
var ga = new GlideAjax("sn_customerservice.caseActionUtils");
ga.addParam("sysparm_name", "cancelCases");
ga.addParam("sysparm_table_name", tableName);
ga.addParam("sysparm_case_ids", recordIds);
ga.addParam("sysparm_cancellation_notes", cancellationNotes);
ga.getXMLAnswer(function(answer) {
GlideDialogWindow.get().destroy();
});
}
function addMessageBox(msg, cls) {
var targetWindow = window.parent || window;
var NOTIFICATION_MSG_CONTAINER = 'notification_msg_container';
var $msgContainer = targetWindow.jQuery('#' + NOTIFICATION_MSG_CONTAINER);
if ($msgContainer.length === 0) {
$msgContainer = targetWindow.jQuery('<div id="' + NOTIFICATION_MSG_CONTAINER + '" style="position:fixed; top: 35px; z-index: 1000; left: 0px; right: 0px; margin: 15px;"></div>');
$msgContainer.appendTo(targetWindow.document.body);
}
cls = cls || 'alert-danger';
cls += ' alert alert-dismissible';
var html = '<div class="' + cls + '">';
var removeScript = "jQuery('#" + NOTIFICATION_MSG_CONTAINER + "').empty(); return flase;";
html += '<a href="#" class="icon-cross close" data-dismiss="alert" style="margin-top: 0px;" aria-label="close" onclick="' + removeScript + '"></a>';
html += msg;
html += '</div>';
$msgContainer.append(targetWindow.jQuery(html));
}
Cancel Case AJAX Script Includes -
cancelCases: function() {
var caseIDs = this.getParameter("sysparm_case_ids");
var tableName = this.getParameter("sysparm_table_name");
var cancellationNotes = this.getParameter("sysparm_cancellation_notes");
//Check for active work orders on cases attempting to be cancelled...
var woCheck = new GlideRecord("wm_order");
woCheck.addEncodedQuery('initiated_from.sys_idIN' + caseIDs + '^active=true');
woCheck.query();
if (woCheck.next()) {
//Initial error message required to allow for all returned WOs to be noted in error message...
gs.addErrorMessage(gs.getMessage('Cannot cancel ' + woCheck.initiated_from.number + ' due to open work order ' + woCheck.number + '. Please close or cancel the work order and then attempt to mass close this selection of cases again!'));
while (woCheck.next()) {
gs.addErrorMessage(gs.getMessage('Cannot cancel ' + woCheck.initiated_from.number + ' due to open work order ' + woCheck.number + '. Please close or cancel the work order and then attempt to mass close this selection of cases again!'));
}
gs.addErrorMessage(gs.getMessage('Mass case cancellation unsuccesssful.'));
return false;
} else {
var caseGr = new GlideRecord(tableName);
caseGr.addEncodedQuery('sys_idIN' + caseIDs);
caseGr.setValue('state', 7);
caseGr.setValue('close_notes', cancellationNotes);
caseGr.setValue('resolution_code', 14); //Set Resolution Code to Cancelled (14)
caseGr.updateMultiple();
gs.addInfoMessage(gs.getMessage("Successfully cancelled " + caseIDs.split(",").length + " cases. Please refresh your page."));
return true;
}
},
If this has been helpful and allowed you to achieve what you were looking for, I would love it if you would mark it as correct/helpful! If you have additional questions, let me know.
Thank you,
Michael
