Hi team,
For the reopen button in the ESC portal for incident, whenever the incident is reopened, the assigned to should become empty. Can anyone tell me where should i update in the widget.
Hi @Deepika54
Solution 1:-
If the goal is to auto-clear "Assigned To" on every Reopen, no matter where it happens (portal, workspace, or platform) —Implement a Business Rule or modify the UI Action.
Solution 2 ( If you're targeting only the Service Portal, follow below steps)
Go to Standard Ticket Configuration → Open an incident
Under Action, find the widget handling Reopen/Resolve/Close
Clone the widget
In the cloned Server Script, add logic to empty assigned_to on Reopen
Update the Action tab to point to your cloned widget
Hi @Deepika54
Solution 1:-
If the goal is to auto-clear "Assigned To" on every Reopen, no matter where it happens (portal, workspace, or platform) —Implement a Business Rule or modify the UI Action.
Solution 2 ( If you're targeting only the Service Portal, follow below steps)
Go to Standard Ticket Configuration → Open an incident
Under Action, find the widget handling Reopen/Resolve/Close
Clone the widget
In the cloned Server Script, add logic to empty assigned_to on Reopen
Update the Action tab to point to your cloned widget
