Unable to see Reopen button in EC portal

[vidhya_mouli]

I am unable to see reopen button in the EC portal.

I read this one of the blogs:

In order to make the Reopen action visible according to your needs, you can choose to override this method in 

IncidentUtils.

  canReopenIncident: function(current) {
        return current.incident_state == IncidentState.RESOLVED && !gs.getUser().hasRoles() && !this._isMajorIncident(current);
    }

But still unable to resolve it. I want anyone with an itil role or snc_internal role to be able to reopen the incident. How do I do this?

[Clara Lemos · Accepted solution]

Hi @vidhya_mouli ,

Go to the 'IncidentUtils' script include and add the canReopenIncident function with you requirements in line 6 of the script, it will be something like this : 

If that helps please mark my answer as correct / helpful!
And if further help is needed please let me know

Cheers

[vidhya_mouli]

Thank you for your input. However, when I add this code to IncidenUtils, it completely removes the Action button. Not sure why?

[Clara Lemos]

Hi @vidhya_mouli ,

If you send a screenshot, I can take a look. My guess would be to check if you have misspelled something. For example, if you are checking if the user has a role, like I did on mine, be careful not to use 'gs.getUser().hasRoles()' instead of 'gs.getUser().hasRole()'.

[vidhya_mouli]

I used this code:

var IncidentUtils = Class.create();
IncidentUtils.prototype = Object.extendsObject(IncidentUtilsSNC, {
    initialize: function() {
    IncidentUtilsSNC.prototype.initialize.call(this);
    },
 
    /***************Custom changes****************/
        canReopenIncident: function(current) {
        return current.incident_state == IncidentState.RESOLVED && gs.getUser().getRoles().length > 0 && !this._isMajorIncident(current);
    },
    
    type: 'IncidentUtils'   
});