Hello @Elton2 ,
The default behavior is that, if an Incident is in the Resolved state, then the users in the "Opened by" and "Caller" fields will be able to Reopen it, no matter if they have a role or not.
Here is the code that is being called in line #41 of the "Incident Standard Ticket Actions" widget (it can be found in the "IncidentUtilsSNC" Script Include):
So isn't the default behavior exactly what you want? Or do you want to make the "Reopen" button available to "all users" (as stated in the title of your post), meaning any user could Reopen any other user's Incidents?
In any case, you achieve whatever requirement you have without cloning this widget. All you would need to do is to override the "canReopenIncident()" method, by putting a method with the same name in the "IncidentUtils" Script Include (not the one mentioned above ending with SNC).
Regards,
Robert
Hello @Elton2 ,
The default behavior is that, if an Incident is in the Resolved state, then the users in the "Opened by" and "Caller" fields will be able to Reopen it, no matter if they have a role or not.
Here is the code that is being called in line #41 of the "Incident Standard Ticket Actions" widget (it can be found in the "IncidentUtilsSNC" Script Include):
So isn't the default behavior exactly what you want? Or do you want to make the "Reopen" button available to "all users" (as stated in the title of your post), meaning any user could Reopen any other user's Incidents?
In any case, you achieve whatever requirement you have without cloning this widget. All you would need to do is to override the "canReopenIncident()" method, by putting a method with the same name in the "IncidentUtils" Script Include (not the one mentioned above ending with SNC).
Regards,
Robert
Hello @Elton2 ,
That's a very interesting case.
I have followed the same steps as you in my uncustomized Personal Developer Instance. I even named the user Enzo. And, as predicted, the user can see the "Reopen" button on his Resolved Incident, even when he has the "itil" role.
The most probable reason why it's behaving differently on your end is: either your Employee Center is already using a customized version of the "Incident Standard Ticket Actions" widget, or one of the Script Includes I mentioned earlier has been customized.
Maybe we can try some initial debugging steps. While impersonated as Enzo (with the "itil" role), go to the Incident view in Employee Center.
Open your browser's JavaScript console. How to do that depends on the type of browser but usually it's the F12 key.
Now hold the CTRL key and right-click on the Actions button, then select "Log to Console: $scope", as shown below.
The contents of the $scope object should now be logged to the console. Click the small arrow to expand it, as well as the following child objects: data => actionWidget => data. It should now look like in my first screen shot.
You should see the "canReopen" attribute and its value there. Is it true or false?
Next, check the value of "sys_id", also highlighted in my first screen shot. Is it "9bd06ce173070010cbb654eb7df6a7d4"? If so then you are using the OOTB widget, else you use a customized copy.
If you see the above sys_id, but "canReopen" set to false please check if the "IncidentUtils" or "IncidentUtilsSNC" Script Includes were modified by someone.
Lastly, create a temporary Business Rule (in a non-production instance)
- Table: Incident
- Advanced: checked
- When: display
- Script:
gs.addInfoMessage('Can reopen: ' + new global.IncidentUtils().canReopenIncident(current));Then impersonate Enzo and open the Incident in the platform UI (not Employee Center). Does the message say Can reopen: true or false?
Regards,
Robert
