Adding a option to reopen an incident to the service portal

[ccurtis]

Good day to you all,

               I have a requirement to have an option to reopen an incident after its been resolved from the service portal. When the "Incident resolved notification is sent there is a link that says "reopen this incident", when you click on it it takes you to the service portal, but under the actions drop down there is not option to reopen the incident. Can you fine folks please help me out. I've been researching this for 2 days.

[debendudas · Accepted solution]

Hi @ccurtis , please refer this community post: Link and check if your incident is satisfying the canReopenIncident() method or not.

If this solution helps you then, mark it as accepted solution ‌‌✔️ and give thumbs up 👍!

[ccurtis]

Than you for your quick response. This helped me out to add the need functionality. thank you again.

[ccurtis]

I have an additional quest, how would I require comments to be added when the ticket is reopened? Thank you advanced. in advance

[Gangadhar Ravi]

You can access the Standard Ticket application by searching for "Standard ticket" in the left navigation pane. In this module, you will find entries from the Incident table. The actions button functionality can be customized by modifying the widget labeled "Incident Standard Ticket Actions."

Actions Based on Incident Status:

• New, In Progress, or On Hold Incidents:
  • The actions dropdown will display the "Resolve" button.
• Resolved Incidents:
  • The actions dropdown will provide the option to "Close" the incident