Allow a user to close an incident from portal

[cwillard]

Hello, 

I received a request to allow users to close their Incidents but not resolve them. When I use the Incident Standard Ticket Action widget on the Standard ticket page, it only allows the user to resolve. I am somewhat of a newbie so I am not sure if there is maybe an ACL rule preventing users from doing this? Does anyone have any thoughts or ideasv about how I can resolve? 

Thanks!

[Dan O Connor]

Hi @cwillard what is the requirement that is making a difference between closed and resolved?

Out of the box we provided an Action for a user to Resolve their incident. This is generally used when a user wishes to close their issue or request, ahead of someone actioning it for them. 

The user is prompted to set a note and then it's closed. 

You always have the option to configure how the ticket page works. Below is information from our Product Docs site on how to do this

https://docs.servicenow.com/bundle/utah-platform-user-interface/page/build/service-portal/task/confi...

The Standard Page configuration effectively lets you control how the page behaves, including the Action buttons, based on the type of record being rendered.

If you have a look at the OOTB page for Incident, look at the action widget its calling, 'Incident Standard Ticket Actions'

You can see in the widget code it has an option to allow users to do various things like resolve, close and reopen.

A big part of any Employee Center or Service Portal project is challenging requirements you get. What are custom asks vs provisions we have out of the box. Most of our features arn't things we just thought up, we have refined and considered through thousands of implementations and sessions with customers. 

So as a general rule of thumb whenever you get a requirement that needs customisation, you need to assess what value that customisation is bringing (because customisation introduces risk). And when that is done, then figuring out why your business users want to do something differently, to thousands of other users and customers. 

[cwillard]

Hi Dan, 

Our IT team does not want users to be able to resolve their incident for reporting purposes. I made a typo - we want users to be able to cancel their case (I said close but meant cancel). The team reports on resolved but would like users to be able to cancel their request from the portal if they no longer need assistance. I looked at the Incident Standard Ticket Actions and will try adding cancel as an option. 

[Dan O Connor]

Ah yeah that makes sense.

Also if you search the community you will find dozens of threads about adding a cancel action. It's a pretty common request. 

As @Community Alums mentioned you will need to clone the OOTB widget (as its set to read only) which means introducing a custom widget you will need to maintain.

Not the end of the world, just make sure its well documented about what is done in the new widget and how it works, and remember it might get skipped in upgrades. So keep an eye out on our Releases incase new Action types come out that you want. They won't get added to your new custom widget, so you'll need to handle that manually. 

[Community Alums · Accepted solution]

Hello @cwillard,

For this requirement, you need to clone the "Incident Standard Ticket Action" widget and write your own code by taking references from the OOTB widget.

Thanks!