hello!
I want to make ccomments mandatory when user reopens incident from portal. I have created a widget and put it in All-->Standard Ticket Configuration -->...-->Action Widget
Below is my code(I found it on another Community post😅). It works fine, but Actions appears only when Incident is in state Resolved. I want Close action to exist for the entire duration of the incident so user can close the incident whenever he wants. Any Idea??
HTML
<div>
<div class="dropdown" id="child-case-tabs" ng-if="data.showActions">
<button type="button" class="btn btn-default dropdown-toggle action-btn" data-toggle="dropdown" style="width : 100%">
${Actions}
<span class="caret"></span>
</button>
<ul class="dropdown-menu" id="actionList">
<li>
<a ng-if="data.canResolve" href="javascript:void(0)" ng-click="$event.stopPropagation();resolveIncident()">Resolve</a>
</li>
<li>
<a ng-if="data.canReopen" href="javascript:void(0)" ng-click="$event.stopPropagation();reopenIncident()">Reopen</a>
</li>
<li>
<a ng-if="data.canClose" href="javascript:void(0)" ng-click="$event.stopPropagation();closeIncident()">Close</a>
</li>
</ul>
</div>
</div>
Server Script:
(function() {
var incidentGr = new GlideRecord('incident');
var incidentSysId = options.sys_id;
if (!incidentSysId && $sp.getParameter('table') == 'incident')
incidentSysId = $sp.getParameter('sys_id');
if (!incidentSysId && $sp.getParameter('table') == 'universal_request') {
var urGr = new GlideRecord('universal_request');
urGr.get($sp.getParameter('sys_id'));
incidentSysId = urGr.primary_task + "";
}
/* Actions - Start */
if (input && input.action == 'resolve' && input.resolveComments!='' && incidentGr.get(incidentSysId)) {
incidentGr.incident_state = global.IncidentState.RESOLVED;
incidentGr.state = global.IncidentState.RESOLVED;
incidentGr.resolved_by = gs.getUserID();
incidentGr.close_notes = input.resolveComments;
incidentGr.close_code="Closed/Resolved by Caller";
incidentGr.update();
}
if (input && input.action == 'reopen' && input.reopenComments!='' && incidentGr.get(incidentSysId)) {
incidentGr.incident_state = global.IncidentState.IN_PROGRESS;
incidentGr.state = global.IncidentState.IN_PROGRESS;
//incidentGr.assigned_to = '';
incidentGr.comments = "Ticket reopened. \nReason for Reopen: "+'\n'+ input.reopenComments;
incidentGr.update();
// gs.addInfoMessage(gs.getMessage("Request reopened"));
}
if (input && input.action == 'closeIncident' && incidentGr.get(incidentSysId)) {
incidentGr.incident_state = global.IncidentState.CLOSED;
incidentGr.state = global.IncidentState.CLOSED;
incidentGr.update();
}
/* Actions - End */
/* Load incident data */
if (incidentGr.get(incidentSysId)) {
var incidentUtil = new global.IncidentUtils();
data.canResolve = incidentUtil.canResolveIncidentPortal(incidentGr);
data.canReopen = incidentUtil.canReopenIncident(incidentGr);
data.canClose = incidentUtil.canCloseIncident(incidentGr);
data.showActions = data.canResolve || data.canReopen || data.canClose;
}
data.i18n = {};
})();
Client Controller
function incidentTicketActions($scope, $http, spUtil, $timeout, spModal, i18n, $window, $uibModal) {
/* widget controller */
var c = this;
c.doneLoading = false;
var MOBILE_DEVICE_SCREEN_WIDTH = 767;
$scope.mobileDevice = c.data.isMobile || ($window.innerWidth < MOBILE_DEVICE_SCREEN_WIDTH);
c.Resolve = function(action) {
c.data.action = action;
c.server.update().then(function() {
$scope.data.action = undefined;
//spUtil.addInfoMessage("Incident has been resolved", 3000);
});
};
$scope.closeIncident = function() {
$scope.data.action = 'closeIncident';
$scope.server.update(init);
};
$scope.$on('record.updated', function(name, data) {
c.data.action == '';
c.data.reopenComments = '';
c.data.resolveComments= '';
spUtil.update($scope);
});
c.Reopen = function(action) {
c.data.action = action;
c.server.update().then(function() {
$scope.data.action = undefined;
spUtil.addInfoMessage("Incident has been reopened", 3000);
});
};
$scope.reopenIncident = function() {
c.data.action = 'reopenIncident';
c.modalInstance = $uibModal.open({
templateUrl: 'modalTemplateReopen',
scope: $scope
});
c.server.update(init);
};
$scope.resolveIncident = function() {
$scope.data.action = 'resolveIncident';
c.modalInstance = $uibModal.open({
templateUrl: 'modalTemplateResolve',
scope: $scope
});
c.server.update(init);
};
c.closeModal = function() {
c.modalInstance.close();
};
function init() {}
$(document).on('click', 'div.modal-footer button.btn, ul#child-case-tabs .dropdown-menu', function(e) {
e.stopPropagation();
});
$(document).bind('dragover drop', function(event) {
event.preventDefault();
return false;
});
$scope.$on('sp_loading_indicator', function(e, value) {
if (!value && !c.doneLoading) {
c.doneLoading = true;
}
});
}
