Reopen a ticket from the Service Portal

[Pat Surtan]

I need a method to reopen a ticket from the Service Portal. The ask is to have a button called "Reopen" appear in the Portal if the state of the ticket = Resolved. This Reopen button will allow the user to reopen the ticket with a mandatory requirement to add a comment. This Reopen button will be visible in the portal for 7 days. It will be hidden on day 8 once the ticket's state changes to Closed.

In addition, once the ticket has been reopened, the current ticket's state should move to In Progress and the Notes field should be cleared for that record within the Platform.

Can someone provide some examples or a guide on how to achieve this?

[Ankur Bawiskar]

Hi,

have a look on these links

ReOpen Incident Option on Service portal for end users.

Create Reopen Incident Widget which requires comments for Service Portal

Regards
Ankur

[Pat Surtan]

Hi Ankur,

I saw the ReOpen Incident Option on Service portal for end users. you provided and followed the steps but I encountered an error when I edited the Standard ticket page, dropped the new widget into the header area; then previewed the change. This is the error I received when I previewed it from Edit mode.

Sorry, either the data doesn't exist or you don't have access

[Ankur Bawiskar]

Hi,

did you clone the widget and then made the changes?

Regards
Ankur

[Pat Surtan]

Hi Ankur,

Actually, I created a new widget instead of cloning. Should I clone instead? If so, what widget should I clone? I followed this link https://community.servicenow.com/community?id=community_article&sys_id=db298e11db97d380fece0b55ca961...

Not sure why I am getting that  message. I changed the code to point to my custom table instead of incident. Also, I am an admin.