Hide reopen action from service portal

[TacoJoe]

Hello all, 

We recently upgraded our non prod environments to Yokohama and in doing our testing before upgrading in Production we came across the Reopen option being available on a resolved incident from the serviceportal. 

it is currently not visible in our production instance (on xanadu currently) and have been trying to figure out how we  can remove/hide this reopen option from the dropdown.

Thank you for any assistance/guidance, 

Joseph 

[palanikumar]

Hi,

Following the below steps to disable them:

1) Navigate to "Standard Ticket > Standard Ticket Configuration"

2) Open the Record with Table column has "incident"

3) Open "Standard Ticket actions" related list

4) For the Reopen and close records, set Active as false

Note: This application is in "Service Portal - Standard Ticket" Application scope. You need to switch to this scope to disable them 

[TacoJoe]

Thank you for your response, I tried the mentioned method but it looks there was a widget put on top that was causing the issue. I was able to clone the OOB widget that was being used and made the appropriate changes needed to no longer have the reopen option. Your solution got me into the right area to see what the problem was so thank you! 

Thank you, 

Joseph 

[palanikumar · Accepted solution]

Hello @TacoJoe ,

Thank you for marking my response as Helpful. If this resolves your issue, please mark my response as accepted solution