Reopen the incident from Service Portal

[Sathiskumar_D]

Hello,

I want to reopen the incident from portal (ticket page). I used Mike's code (https://www.servicenow.com/community/developer-articles/create-reopen-incident-widget-which-requires...) for reopening the widget. I have to modify this widget so that it can open the new incident with  field values from resolved incident. For UI action, I have used this code (available OOB). I want the same functionality from widget.

UI action

function reopenIncident() {
	if (g_form.getValue('comments') == '') {
      // Remove any existing field message, set comments mandatory, and show a new field message
      try {
         g_form.hideFieldMsg('comments');
      } catch(e) {}
      g_form.setMandatory('comments', true);
      g_form.showFieldMsg('comments', getMessage('Please enter a comment when reopening an Incident'), 'error');
      return false;  // Abort submission
   }

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

function serverReopen() {
    // Set Incident state to active, update and reload the record
    // current.incident_state = 2;
    // current.update();
	// action.setRedirectURL(current);
	var gr = new GlideRecord('incident');
    gr.initialize();
    gr.caller_id = current.caller_id;
    gr.affected_user = current.affected_user;
    gr.u_assignment_organization = current.u_assignment_organization;
    gr.assignment_group = current.assignment_group;
    // gr.assigned_to = current.assigned_to;
    gr.description = current.description;
    gr.short_description = current.short_description;
    gr.category = current.category;
    gr.subcategory = current.category;
    gr.u_category_third_level = current.u_category_third_level;
    gr.u_incident_impact = current.u_incident_impact;
    gr.u_incident_priority = current.u_incident_priority;
    gr.u_incident_urgency = current.u_incident_urgency;
    gr.u_created_from_reopening = current.sys_id;
    gr.work_notes.setDisplayValue(" Incident reopened from  " + current.number);
    gr.insert();
    // in here, assign everything to the new record...don't forget about parent_incident	

    gs.addInfoMessage(gs.getMessage("Incident reopened with a new incident number"));
    action.setRedirectURL(gr);
    
}

[Anil Lande]

Hi,

A quick question, are you able to achieve the Reopen functionality implemented by Mike successfully?

Is it working as expected (as per his post reopening existing incident).

[Sathiskumar_D]

I modified his code. I am attaching the code. 

<div class="panel b" ng-if="data.showWidget">
  <div class="panel-heading bg-primary">Actions</div>
  <div class="panel-body">
    <button type="button" class="btn btn-success btn-block" ng-click="c.openModalReopen()" ng-if="data.showReopen">Reopen</button>
    <div ng-if="data.response1" class="alert alert-info">{{::data.response1}}</div>
  </div>
</div>
Server Script:

(function() {

    // Get table & sys_id
    data.table = input.table || $sp.getParameter("table");
    data.sys_id = input.sys_id || $sp.getParameter("sys_id");

    // Valid GlideRecord
    var gr = new GlideRecord(data.table);
    if (!gr.isValid())
        return;

    // Valid sys_id
    if (!gr.get(data.sys_id))
        return;

    //Button Visibility
    if (data.table == 'incident' && gr.active == true && (gr.incident_state == 6) && (gr.caller_id == gs.getUserID() || gr.opened_by == gs.getUserID())) {
        data.showWidget = true;
        data.showReopen = true;

    } else {
        data.showWidget = false;
        data.showReopen = false;
    }

    //input
    if (input && input.action === 'reopen') {

        // If Incident table
        if (data.table == 'incident') {
            gr.initialize();
            // gr.setValue('incident_state', 1);
            // gr.setValue('state', 1);
            // gr.setValue('assigned_to', '');
            gr.caller_id = current.caller_id;
            gr.affected_user = current.affected_user;
            gr.u_assignment_organization = current.u_assignment_organization;
            gr.assignment_group = current.assignment_group;
            // gr.assigned_to = current.assigned_to;
            gr.description = current.description;
            gr.short_description = current.short_description;
            gr.category = current.category;
            gr.subcategory = current.category;
            gr.u_category_third_level = current.u_category_third_level;
            gr.u_incident_impact = current.u_incident_impact;
            gr.u_incident_priority = current.u_incident_priority;
            gr.u_incident_urgency = current.u_incident_urgency;
            gr.u_created_from_reopening = current.sys_id;
            gr.work_notes.setDisplayValue(" Ticket reopened from  " + current.number);
            gr.insert();
            gr.comments = "Ticket reopened. \nReopened with comments: " + input.reopenComments;
            gr.update();
        }
    }
})();

Client Controller:
function ($uibModal, $scope, spUtil) {
	var c = this;

	$scope.$on('record.updated', function(name, data) {
		if(c.data.action == 'reopen'){
			c.data.action = undefined;
		}
		spUtil.update($scope);
	});

	c.Reopen = function(action) {
		c.data.action = action;
		c.server.update().then(function() {
			c.data.action = undefined;
			spUtil.addInfoMessage("Incident has been Reopened", 3000);
			c.modalInstance.close();
		}); 
	};
	c.openModalReopen = function() {
		c.modalInstance = $uibModal.open({
			templateUrl: 'modalTemplateReopen',
			scope: $scope
		});
	};
	c.closeModal = function() {
		c.modalInstance.close();
	};
}

[Anil Lande]

Hi,

Please update the server script like below:

Server Script:

(function() {

    // Get table & sys_id
    data.table = input.table || $sp.getParameter("table");
    data.sys_id = input.sys_id || $sp.getParameter("sys_id");

    // Valid GlideRecord
    var gr = new GlideRecord(data.table);
    if (!gr.isValid())
        return;

    // Valid sys_id
    if (!gr.get(data.sys_id))
        return;

    //Button Visibility
    if (data.table == 'incident' && gr.active == true && (gr.incident_state == 6) && (gr.caller_id == gs.getUserID() || gr.opened_by == gs.getUserID())) {
        data.showWidget = true;
        data.showReopen = true;

    } else {
        data.showWidget = false;
        data.showReopen = false;
    }

    //input
    if (input && input.action === 'reopen') {

        // If Incident table
        if (data.table == 'incident') {
var incGr = new GlideRecord('incident');
            incGr.initialize();
            // gr.setValue('incident_state', 1);
            // gr.setValue('state', 1);
            // gr.setValue('assigned_to', '');
            incGr.caller_id = gr.caller_id;
            incGr.affected_user = gr.affected_user;
            incGr.u_assignment_organization = gr.u_assignment_organization;
            incGr.assignment_group = gr.assignment_group;
            // gr.assigned_to = gr.assigned_to;
            incGr.description = gr.description;
            incGr.short_description = gr.short_description;
            incGr.category = gr.category;
            incGr.subcategory = gr.category;
            incGr.u_category_third_level = gr.u_category_third_level;
            incGr.u_incident_impact = gr.u_incident_impact;
            incGr.u_incident_priority = gr.u_incident_priority;
            incGr.u_incident_urgency = gr.u_incident_urgency;
            incGr.u_created_from_reopening = gr.sys_id;
            incGr.work_notes.setDisplayValue(" Ticket reopened from  " + gr.number);
            incGr.insert();
            //gr.comments = "Ticket reopened. \nReopened with comments: " + input.reopenComments;
            //gr.update();
        }
    }
})();