Choice not appear

[Shrabanti]

Hello Community,

In employee portal after submit incident form under the action menu 3 options should appear like resolve ,close & reopen but it's only showing resolve and close. how to appear reopen button under action menu?

[Community Alums]

Hi @Shrabanti ,

Navigate to UI action and check for reopen incident and check the condition and only under that condition only reopen button will be shown to the user.

[Aman Kumar S · Accepted solution]

Hi @Shrabanti 

If you look at the Reopen Incident button, you will find it works only in Resolved state and for users who doesn't have any role, which most probably will be  caller.

Try impersonating a user with no role and check

The code sits whin IncidentUtilsSNC script include, check for yourself

canReopenIncident: function(current) {

        return current.incident_state == IncidentState.RESOLVED && !gs.getUser().hasRoles() && !this._isMajorIncident(current);

    }

[Aman Kumar S]

@Shrabanti 

Do you have any followup, if not please mark the response as correct, so it ends up in solved queue and help others looking for same questions