Hello,
I would like to allow callers to reopen a resolved incident in the portal; however the reopen option is not visible (See Figure 1 below).
I have read this form post, and I made a copy of the Incident Standard Ticket Actions widget (see Figure 2 below), but I am not able to find the page to edit in the Portal Designer (see Figure 3 below) where I can swap out my custom widget for the original one.
I would appreciate answers to the following questions:
Is the Service Portal Designer the correct place to make this change?
What is the name of the correct page to edit?
Is there a way to preview the page using an existing record (similar to the UI Builder when editing a workspace)?
| Figure 1: Incident record view in the CSM Portal |
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| Figure 2: Incident Custom Ticket Actions widget (copy of Incident Standard Ticket Actions widget). |
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| Figure 3: Service Portal Designer page |
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@Community Alums
be present on the same where you want this Reopen feature.
There you will know which page is that.
Why are you checking csm portal when incidents are meant to be shown and used in SP or ESC portal?
In ESC or SP portal it's this page
-> ESC Portal page is "ticket"
-> SP Portal page is also "ticket"
If my response helped please mark it correct and close the thread so that it benefits future readers.
We are using the CSM portal because that is how we implemented. The reason is because we wanted to allow parents of students to be able to submit cases and/or incidents on behalf of their students. As such, the /csm portal is our default portal for all our callers (contacts/customers). I am not sure if using the /sp or /esc portals is an option due to a number of reasons that are above my pay-grade.
I changed the portal to sp and esc (see Figures 4 and 5 below) but I do not fully understand how that affects the ticket page. Should this allow me to preview it or edit it?
I think I need to take the Service Portal Fundamentals course to understand some of the basics.
| Figure 4: Ticket page in sp portal |
| Figure 5: Ticket page in esc portal designer |
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@Community Alums
since you talked about re-opening Case then in CSM portal there is this page "csm_my_lists" which shows My Cases.
If you open the case it takes to "csm_ticket" page.
In that page you need to add your new widget.
I suggest to take Portal fundamentals course and that would help you.
I believe I answered your question.
If my response helped please mark it correct and close the thread so that it benefits future readers.
