reopen incident action not visible on ec portal

[dev46]

please find attached screenshot:

'reopen' action is not visible.its oob widget

[Ravi Chandra_K]

Hello @dev46 

Greetings!

are you not able to see this for all incidents and for all users?

There might be conditions on reopen incident. (like user roles or incident status etc).

You can check from IncidentUtils script include) (check function Canreopenincident for criteria).

please mark the answer as correct and helpful if helped!

Kind Regards,

Ravi Chandra.

[Sandeep Rajput]

@dev46 Availability of actions in the Actions drop down in the OOTB widget is usually governed by the following code in the Incident Standard Ticket Actions Widget.

If the canReopenIncident is not overridden on your instance then you can find the conditions here.

In order to make the Reopen action visible according to your needs, you can choose to override this method in 

IncidentUtils.

  canReopenIncident: function(current) {
        return current.incident_state == IncidentState.RESOLVED && !gs.getUser().hasRoles() && !this._isMajorIncident(current);
    }

Hope this helps.

[dev46]

thnx for help. i have 1 more query , if we want to create similar action button for ritm , is thee snc script include available or we need to create  new ?

[vidhya_mouli]

I am having the same issue and I am new to Servcicenow. I want anyone with the role "snc_internal" or "itil" should be able to reopen the incident. Can you guide me through this please?