Hello,
I don't remember there being any ACLs that would prevent something like this. However, we also do not allow for closed cases to be reopen. We would rather have the end user, by inbound email action, to bring the case from awaiting acceptance back to work in progress IF they reject the case resolution.
If we have a closed case that definitely needs to be put back to WIP, we use a UI Action for that - and only a select few have this ability (including the admin of course).
And quickly, when you say 'resolved', is that your actual state? Or is the state 'awaiting acceptance' or 'close complete'?
I can show you what we use for both of my scenarios mentioned above, and maybe that can help you out with your requirement.
Inbound email action (which has to be created for each COE table you are using) I will be showing from my HRIT COE Table:
Action script:
gs.include('validators');
if (current.getTableName() == "sn_hr_core_case_operations") {
current.work_notes= "reply from: " + email.origemail + "\n\n" + email.body_text;
if (current.state == 20) //Awaiting Acceptance
if (email.subject.indexOf("Accept") >= 0){
current.state = 3; //Close Complete
}
if (current.state == 3) //Close Complete
if (email.subject.indexOf("Reject") >= 0){
gs.eventQueue('sn_hr_core.automatedResponse',current,gs.getUserID(),gs.getUserName());
}
if (current.state != 3) //Not Close Complete
if (email.subject.indexOf("Reject") >= 0)
current.state = 18; // Work in Progress
}
current.update();
-OR-
UI Action to reopen cases:
UI Action Script:
function reopenCase() {
var sysId = typeof rowSysId == 'undefined' || rowSysId == null ?
gel('sys_uniqueValue').value : rowSysId;
var dialogClass = window.GlideModal ? GlideModal : GlideDialogWindow;
var dialog = new dialogClass('sn_hr_core_HR Reopen Dialog');
var msg = new GwtMessage().getMessage('Please enter reason for reopening');
dialog.setTitle(msg);
dialog.setPreference('sysparm_task_sys_id', sysId);
dialog.setPreference('sysparm_task_table', 'sn_hr_core_case');
dialog.setPreference('sysparm_is_comment', 'true');
dialog.render();
}
Not sure if this is exactly what you are looking for - but maybe bring some ideas or help to what you are trying to accomplish. Please let us know if this is not the way you want. If not, maybe provide some screen shots on what you have that is not working.
Thanks,
-Rob
