How to add the dropdown 'Escalate' in the Actions button of incident in portal ?

[Thej1]

HI,

How to add the dropdown 'Escalate' in the Actions button of incident in portal ?

Thanks

@Community Alums @Dr Atul G- LNG @Clara Lemos @Pradeep Sharma @Ratnakar7 Yashsvi

[Nicholas_Gann]

You would need to get the code that is currently used for 'Escalate' and populate it in the widget. This isn't too difficult provided you're comfortable with scripting

Navigate to the record here:

/ticket_configuration_list.do?sysparm_query=table%3Dincident&sysparm_view=

Load up the record and check the Widget populated in the 'Action Widget' field. If it hasn't been customised it will be:

/nav_to.do?uri=sp_widget.do?sys_id=9bd06ce173070010cbb654eb7df6a7d4

You will need to make a few changes to the widget.....

In the above code, where the yellow highlighting is you will need to mimic the entries in the other <li> entries and update the parts highlighted green

You then need to update the server script and add a new section were the yellow is to use the code for Escalate

You then need to update the Client controller adding a new elements where the yellow highlighting is and replace the references where the green is:

[Thej1]

HI,

I did the changes as you said and also added in the script include 'IncidentUtils'. but still it is not working.

Please find the below screenshot.

Thanks

[Nicholas_Gann]

This could be failing for any number of reasons, so it might be difficult to diagnose on here. Can you provide code snippets of the HTML, server and client fields on the widget and verify that the widget being updated is the same one referenced in the Ticket configuration record?

The widget i linked to above is showing as read only for me on a PDI, so I assume you've either cloned the widget as part of this work or it was cloned previously, so that new widget should be the one referenced on the Ticket configuration record

The code you've shown above looks fine provided you wanted the Escalate action to appear in the same scenarios as Reopen

I missed out a bit of code that needed modifying above. Have you made the changes to the snippet below as well?

This would prevent the action appearing as data.canEscalate(making the assumption on the name) needs to be true for the option to appear

[Thej1]

HI,

I missed a line in client controller. Added and now it i working.

Now the Escalate button should appear in states New, In Progress, On Hold (but only if it is NOT awaiting customer) and as requested only after 14 days.

Thanks