Cancel comment mandatory on Service Portal

[Ankita Gupte]

Hello Experts,

I have requirement to make cancel comments mandatory on click of UI Action which is visible on Service Portal only for Self-service and Service Portal view.

So when cancel UI action is clicked the additional comments must become mandatory and on filling that then incident should get cancel.

Below is the code. Please advice how can we achieve it.

function cancelIncident() {

    //Set the 'Incident state' and 'State' values to 'new/assign/inprogress/onhold', and display mandatory fields

   g_form.setValue('incident_state', 8);

    g_form.setValue('state', 8);

gsftSubmit(null, g_form.getFormElement(), 'Canceled'); //MUST call the 'Action name' set in this UI Action

}

//Code that runs without 'onclick'

//Ensure call to server-side function with no browser errors

if (typeof window == 'undefined')

    serverResolve1();

function serverResolve1() {

    current.incident_state = 8;

//    current.close_codes = 'Cancel Incident by Caller';

    current.update();

    action.setRedirectURL(current);

}

[Ahmmed Ali]

Hello @Ankita Gupte 

Basically UI action works at both Server and client side. The checkbox "client" in the UI action form tells if any client side function needs to be run if the UI action is clicked. When client checkbox is checked, new field will be visible where you need to give function name which runs at client side.

In your UI action, make the client as true, and give cancelIncident() as onclick function. Then use below script in UI action script:

//Below is client function which runs on click

function cancelIncident() {

    //Set the 'Incident state' and 'State' values to 'new/assign/inprogress/onhold', and display mandatory fields

   if(!g_form.getValue("comments")){

g_form.showErrorMessage("Comments mandatory!");

return false;

}

gsftSubmit(null, g_form.getFormElement(), 'Canceled'); //MUST call the 'Action name' set in this UI Action

}

//Code that runs without 'onclick' - This code basically runs after client function or if client is not checked

//Ensure call to server-side function with no browser errors

if (typeof window == 'undefined')

    serverResolve1();

function serverResolve1() {

   current.incident_state = 8; //validate if 8 is value for cancelled state

current.state = 8;

    current.close_codes = 'Cancel Incident by Caller';

    current.update();

    action.setRedirectURL(current);

}

Validate the syntax

Thanks,

Ali

[Ankita Gupte]

Hi Ali,

Thank you for quick update but when I click on client as true then the UI action is not visible on Service Portal

[Ahmmed Ali]

Hi @Ankita Gupte 

Are you using form page in portal or standard ticket page, to show the incident to end users?

Thank you,

Ali

[Ankita Gupte]

Hi Ali we are using it on ticket form