Add ability to reopen incident ticket on Service Portal

[JC S_]

Hello, we are currently looking to implement ability for end-user to reopen an incident through the Service Portal. Currently the only way our end-users can do this is by clicking a button on an email notification which sends an email to ServiceNow which is then processed by an inbound action to reopen an incident.

Perhaps we can add a button on the ticket form that will only show if the state of current incident ticket is Resolved.

[sb1186]

Hi,

Can you please post the condition from the OOB UI action from your system?

1) Go to System UI > UI Actions

2) Search for the Reopen Incident UI Action on Incident table

3) Open this UI Action and please post a screenshot of the Conditions field from this record.

Regards

Supriya

[JC S_ · Accepted solution]

Hi ddiroma, I also found those resources and was able to implement a custom widget that will add the buttons needed. This is the best way to approach this especially since we are using the Ticket page which is quite different than the default Self-Service view of incident form (which is where the built-in Reopen button will show as per solution provided by sb1186.

To summarize the approaches we found out to resolve this:

Option 1

If you are using the default incident form (Self-Service view on Service portal) then use the UI Action built-in on ServiceNow:

1) Go to System UI > UI Actions

2) Search for the Reopen Incident UI Action on Incident table.

3) Adjust Condition to suit your requirements.

4) This will add Reopen Incident button on the incident form.

Option 2

If you are using a custom page to show incident details:
1) Create a custom widget with action button that will update the necessary fields (change state to Resolved, add comments, etc.)

2) Add the custom widget on the page.

3) Check out these external resources 1 and 2 to help you on developing your custom action buttons.

[aaran]

Wouldn't most clients typically be using the "ticket" page view on the portal as it doesn't allow portal users to modify various fields on the incident? That being said, it looks like a custom widget still has to be created if the "ticket" page is being used? I tired using the OOTB ui action to reopen incidents and changed my condition and still can't see if from the portal "ticket" page view.

[JC S_]

That is correct. We are also using that ticket page because it is much simpler for end-users. We needed to create a custom widget to add a Reopen action button and placed it above the ticket user fields widget. Are you able to successfully create a custom widget for the reopen button?

[Community Alums]

HI Dion,

I have checked both the sites and did the same thing you did (convert resolve to reopen) but the comments entered in the box getting saved multiple times. How about you, any issue or works fine? could you please help me the way you implemented it.