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re-open ui action for incident

Atchutaram
Tera Contributor

‎03-06-2024 01:55 AM

Hi ,

           I am configuring Re-open Ui action for Incident. This ui action should be visible only for caller and assigned to and state should change from resolved to in progress. how can i configure this.

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Tai Vu
Kilo Patron
Kilo Patron

‎03-06-2024 02:24 AM

Hi @Atchutaram 

There's an OOTB UI Action Reopen Incident. You can open it using below url.

URL: https://<instance_name>.service-now.com/sys_ui_action.do?sys_id=d2d9d8110a0a3c7401bbadabed9b91db

Look into the condition, you should see it call the function canReopenIncident in the IncidentUtils script include.

new global.IncidentUtils().canReopenIncident(current)

 

And in the Portal, the Reopen action is implemented through the Standard Ticket Header widget within the standard_ticket page.

https://<instance_name>.service-now.com/sp_widget.do?sys_id=8face42a131d0810da297ad66144b0e2

Screenshot 2024-03-06 at 17.22.37.png

 

So what you have tried and what is the current issue you're facing?

 

Cheers,

Tai Vu