Action on the incident form in service portal

[Souvik6]

Open the service portal my request and click on any request (incident)....there is a action is there.....from where it is coming? and how to customize it?

[Kiranmai_KVL · Accepted solution]

Hi Souvik,

This is coming from Standard ticket application. You can navigate to this module by typing "Standard ticket" in the left navigation. Refer to the incident table entry in the list below. You can customize this actions button by editing the "Incident Standard Ticket Actions" widget. 

For an incident which is in New, In Progress & On hold, actions dropdown will display "Resolve" button to the user.

For a resolved incident, actions dropdown will display "Close" incident button.

Please read the below link before changing anything as it provides lot of features without editing the OOB widget.

https://docs.servicenow.com/bundle/paris-servicenow-platform/page/build/service-portal/concept/stand...

https://docs.servicenow.com/bundle/quebec-it-service-management/page/product/incident-management/tas...

Kindly let me know if this helps.

[Talya]

Hi @Kiranmai_KVL ,

I don't see anywhere checking the user role while displaying the actions on widget.

We have one custom field called 'Requested for' in incident form. I have altered ACL to display the incidents for end users without any roles also to view the incidents if they are in 'Requested for' field of incident.

Incidents are displayed in Service portal but no action is displayed for end user if he is in 'Requested for' field.

But Actions are displayed if the user is in caller field. So I want to understand where in widget they are controlling when to display the actions. 

Please help.

Thanks,

Talya

[Kev9]

Hi Talya,

You might need to modify the script include 'IncidentUtils'.
This is the Customer extensible Class of IncidentUtilsSNC
The Incident Standard Ticket Actions widget utilises this to limit which users are able to access the options including by role.

[Souvik6]

Thank you