Update: Resolve button widget article - https://community.servicenow.com/community?id=community_article&sys_id=13e89bb9db7fbfc8d82ffb2439961...
I keep seeing questions about Reopening Incident widget that requires comments from end user while reopening incident so I decided to write this article on how to create reopen widget.
Create Widget with below code
HTML
<div class="panel b" ng-if="data.showWidget">
<div class="panel-heading bg-primary">Actions</div>
<div class="panel-body">
<button type="button" class="btn btn-success btn-block" ng-click="c.openModalReopen()" ng-if="data.showReopen">Reopen</button>
<div ng-if="data.response1" class="alert alert-info">{{::data.response1}}</div>
</div>
</div>Server script
(function() {
// Get table & sys_id
data.table = input.table || $sp.getParameter("table");
data.sys_id = input.sys_id || $sp.getParameter("sys_id");
// Valid GlideRecord
var gr = new GlideRecord(data.table);
if (!gr.isValid())
return;
// Valid sys_id
if (!gr.get(data.sys_id))
return;
//Button Visibility
if(data.table == 'incident' && gr.active == true && (gr.incident_state == 6 || gr.incident_state == 7) && (gr.caller_id == gs.getUserID() || gr.opened_by == gs.getUserID())){
data.showWidget = true;
data.showReopen = true;
} else {
data.showWidget = false;
data.showReopen = false;
}
//input
if (input && input.action === 'reopen') {
// If Incident table
if (data.table == 'incident') {
gr.setValue('incident_state', 1);
gr.setValue('state', 1);
gr.setValue('assigned_to', '');
gr.comments = "Ticket reopened. \nReopened with comments: "+ input.reopenComments;
gr.update();
}
}
})();Client controller
function ($uibModal, $scope, spUtil) {
var c = this;
$scope.$on('record.updated', function(name, data) {
if(c.data.action == 'reopen'){
c.data.action = undefined;
}
spUtil.update($scope);
});
c.Reopen = function(action) {
c.data.action = action;
c.server.update().then(function() {
c.data.action = undefined;
spUtil.addInfoMessage("Incident has been Reopened", 3000);
c.modalInstance.close();
});
};
c.openModalReopen = function() {
c.modalInstance = $uibModal.open({
templateUrl: 'modalTemplateReopen',
scope: $scope
});
};
c.closeModal = function() {
c.modalInstance.close();
};
}Template
<div class="panel panel-default">
<div class="panel-heading">
<h4 class="panel-title">Provide a reason to Reopen Ticket</h4>
</div>
<div class="panel-body wrapper-xl">
<form name="modalTemplateReopen" ng-submit="c.Reopen('reopen')">
<div class="form-group">
<textarea required sp-autosize="true" ng-required="true" ng-model="data.reopenComments" id="reopenComments" placeholder="Comments required" class="form-control ng-pristine ng-valid ng-scope ng-empty ng-touched" aria-invalid="false" style="overflow: hidden; word-wrap: break-word; resize: horizontal;"></textarea>
</div>
<input class="btn btn-primary" type="submit" />
</form>
</div>
</div>Screenshots:
Once Widget is created add it to tickets page.
Open Page Designer >Select Ticket Form page (ticket)
Drag and drop widget
Note: Widget will only appear on Resolved Incident
Final Result:
Disclaimer: I got started with code from somewhere so I don't own any rights.
Below worked for me.
So I tried creating this Widget and while it is visible on the portal, when I click the Reopen Widget button on a Resolved state incident, I get the following error
Attaching a doc with screen shot of the widget and template
Based on your screenshot looks like your template ID is ModalTemplateReopen instead of modalTemplateReopen
m needs to be lowercase since whole code is based on it.
Change M to m and it should work.
Hello Mike! Not sure you will see this comment as I see this article is fairly old. First of all, thank you for this, it seems exactly like what I am looking for. Second, I seem to be doing something wrong: i am currently on Quebec, went to service portal - widgets, create new. I have followed the above instructions, but nothing appears on the service portal.
As per your instructions, after this i went to the portal editor
Do you know what am I missing?
Thanks!
Marta
Hello Mike
Thank you for the quick reply!! Unfortunately this is what i see
Hello,
Tried, same result unfortunately!
(this is the link used https://grandvision.service-now.com/sp?id=ticket&sys_id=04dbd0af1ba9c110c37020a1b24bcbd2bdeed2&table=incident)
Hi Mr. @Mike Patel good day!
I came across this post and I'm just wondering how we can incorporate the same behavior to Employee Center Portal?
Our current setup in Employee Center portal does not have a reopen button when the INC is Resolved. And we want users to be able to reopen an incident that will also requires comments.
