Reopen button for incident is not visible in esc portal.

[Kishor O]

Hello team,

I am not able to see reopen button under actions of incident in esc portal.

we can only see close action even though reopen action has been declared in oob script line 41.

[Sails]

It is available on my PDI. I can see it [screenshot from PDI]
Just make sure to login as the caller who has no roles, state of incident is resolved & the incident is not qualified as major incident.

[Kishor O]

Now I can able to see Reopen button. To see reopen button users should not have any roles.

Thank you @Sails for your help.

[Rajyalakshmi]

yes ,you are right to see reopen button users should not have any roles.If you want to reopen for all users (admin/itil/enduser ).comment the line 41 in server script and add 

data.canReopen=true; 

So you can see reopen action in portal for all users.

[MQG]

Hi @Kishor O  can you please share your solution/code? It could help me loads with a requirement that i have, quite similar to yours.

Thanks!!

[Kishor O]

@MQG Only the Caller of the incident record can see the reopen and resolve action.
If you want to change this functionality you need to customize script include.