How can we add action button for RITM(Requests) on ESC

[ayushmaan_b]

Hi Team,

We have a requirement to add ' Action ' drop down on ESC page for the " My requests" records when opened by the caller . The expected actions drop down options are " Reopen, Cancel '.

We have earlier done this sort of customization for incidents (as attached) and now the requirement is to implement the same for RITM.

While doing it for incidents it was easy as we found existing widgets like ' Incident Standard Ticket Actions' and its related existing SNC script includes. However, for RITM these are not present to use so what do you suggest here?

Thanks

[ChrisBurks]

Hi @ayushmaan_b ,

Hopefully the customization that was done for the 'Incident Standard Ticket Actions' was done by using the Standard Ticket Configurations module.  This module will allow you to do the same thing for RITMS.

Find the correlating 'Standard Ticket Configuration' record for the 'sc_cat_item' table.

Open that record and click the "Action Region" tab and you'll see where to add the widget 

Out-of-box it is blank because there isn't a widget specifically for the sc_cat_item. So you can use any of the others as a template to create one.

Result:

[Ankur Bawiskar]

@ayushmaan_b 

for ESC and RITM table the widget is "Standard Ticket Header".

you can clone that and show those options for RITM table only

Then add this new widget to the ticket page

Also check this link

Create Reopen Incident Widget which requires comments for Service Portal 

If my response helped please mark it correct and close the thread so that it benefits future readers.