I need to implement "Reopen" button on the request form.

[Navyaa]

Hi All,

I have requirement, where I need to implement the "Reopen" button on the request form.

I have the below UI Action :

Form Button : True
Action name: reopen_request
Client : True

Show Update : True

Show Insert : True

Onclick : reopenRequest()

function reopenRequest(){
//Set the 'Incident state' and 'State' values to 'Resolved', and display mandatory fields
g_form.setValue('request_state', in_process);
g_form.setValue('state',1);

//Call the UI Action and skip the 'onclick' function
gsftSubmit(null, g_form.getFormElement(),'reopen_request'); //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')
serverResolve();

function serverResolve(){
current.request_state = 'in_process';
current.state = '1';
current.update();
}

Please anyone can help on this !!

[AbhishekGardade]

Hello Navya,

can you check the value for request state?

Also try adding logs in function to debug UI action.

Please mark as Correct Answer/Helpful, if applicable.
Thanks!
Abhishek Gardade

[Navyaa]

I have removed the request state and is working now.

But how can make RITM open on click of Reopen Button.

Can you suggest.

[AbhishekGardade]

I have modified your function as below:

function serverResolve(){

current.state = '1';
current.update();

// AFTER REOPENING REQUEST, HERE YOU CAN REOPEN RITM.

var gr= new GlideRecord('sc_req_item');

gr.addQuery('request', current.sys_id);

gr.query();

while(gr.next()){

       gr.setValue('state' ,1); // here 1 is state value that you want to set. you can replace as you need

       gr.update();

}
}

Please mark as Correct Answer/Helpful, if applicable.
Thanks!
Abhishek Gardade

[AbhishekGardade]

Hello Navya,

What about the workflows of closed REQ/RITM? DO you also need to restart the workflow for REQ/RITM?

If you are reopening a REQ/RITM, then you should restart the workflow as well.

Your code Should be like :

function serverResolve(){

current.state = '1';
current.update();

new Workflow().restartWorkflow(current); // restart worklow for REQ

// AFTER REOPENING REQUEST, HERE YOU CAN REOPEN RITM.

var gr= new GlideRecord('sc_req_item');

gr.addQuery('request', current.sys_id);

gr.query();

while(gr.next()){

       gr.setValue('state' ,1); // here 1 is state value that you want to set. you can replace as you need

       gr.update();

}

   new Workflow().restartWorkflow(gr); // restart worklow for RITM
}

Please mark as Correct Answer/Helpful, if applicable.
Thanks!
Abhishek Gardade