User wants INC reopened

[Mohammed Asad]

User has reported "I have tried keep the ticket (INC123456) in pending when I update the ticket with pending notes but the ticket was showing closed cancel." I believe they want the INC reopening, can anyone tell what background script I have to use, the script needs to be active=true, i will be running that through incident that is closed/cancelled

Thanks.

[Dr Atul G- LNG]

Hi @Mohammed Asad 

It is not a best practice to reopen any closed / cancelled Incident , even will not recommend to do via script.

[Deepak Shaerma]

Hi @Mohammed Asad 
I also agreed with @Dr Atul G- LNG sir, its not a best practice to reopen any closed / cancelled Incident , even will not recommend to do via script.

Still i`m providing the background script for the same: 

var incidentGR = new GlideRecord('incident');
if (incidentGR.get('7163723a4755c2102ab9d44a516d4362')) { // Replace your_sys_id_here with the actual sys_id
    incidentGR.setValue('state', 2); // Assuming 4 is Pending, replace with correct value if different
    incidentGR.setValue('active', true); // Reactivate the incident
    incidentGR.update();
    gs.info('Incident ' + incidentGR.number + ' updated successfully');
} else {
    gs.error('Incident not found');
}

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Deepak Sharma