How users can close and reopen tickets in ESC

[Kentaro Numata]

Hello, It's Kentaro.

I created an incident form in Record Producer.

Users use forms on ESC.
Users can post messages after submitting the form.
However, the user cannot close or reopen the ticket.

Can users close and reopen tickets on ESC?

Thanks,
Kentaro.

[Tai Vu · Accepted solution]

Hi @Kentaro Numata 

Within the Ticket [ticket] page, there's no OOTB functionalities to reopen or close an Incident.

You can refer to the Standard Ticket [standard_ticket] page.

There's one OOTB widget for your reference. Just based on it and build your own one.

Name: Incident Standard Ticket Actions [incident-standard-ticket-actions]

URL: https://<instance_name>/sp_widget.do?sys_id=9bd06ce173070010cbb654eb7df6a7d4

Let me know if it works for you

Cheers,

Tai Vu

[Community Alums]

Hi @Kentaro Numata ,

You will have to use customization here.

For this requirement, you need to clone the "Incident Standard Ticket Action" widget and write your own code by taking references from the OOTB widget.

There are few approaches mentioned : https://www.servicenow.com/community/itsm-forum/add-ability-to-reopen-incident-ticket-on-service-por...

Just Tweak the conditions as per your requirement based on roles.