Add ability to reopen incident ticket on Service Portal

JC S_ · ‎07-06-2017

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.

JC S_ · ‎07-11-2017

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.

View solution in original post

sb1186 · ‎07-06-2017

Hi,

Did you try using the OOB UI action available, Reopen incident?

You can find this UI action at the following location:
1) From the navigation menu, go to System UI > UI Actions

2) Search for Reopen incident

You can use required expressions in its Condition field to make it available to the users as per your requirement.

E.g., the condition I have used is that the button should be visible only if the state of the incident is Resolved and the current logged in user is the Caller him/herself.

Let me know if this works for you.

PS: Mark this answer as Correct if it solved your query or hit Like/Helpful depending upon the usefulness of the response.

Regards
Supriya Bisht

JC S_ · ‎07-06-2017

Hi, will this appear on the ticket form on Service Portal of Istanbul?

sb1186 · ‎07-06-2017

Yes, it should. Below is a screenshot from my portal (Jakarta):

The incident is in Resolved state and I am the caller on the ticket, hence the button is visible.

Let me know once you give it a try and/if you are stuck.

PS: Mark this answer as Correct if it solved your query or hit Like/Helpful depending upon the usefulness of the response.

Regards
Supriya Bisht

ddiroma · ‎07-11-2017

Hello,

I have not had any luck getting the buttons to show (even in Jakarta). I created the following widget with the help of some blogs and posts online. There is also a very basic widget inside of share.service-now.com, but I would recommend modifying the code to fit your needs. For example, I would use the showWidget and showResolve (I changed mine to showReopen) options talked about in the second link below. Hopefully this is enough information to get you what you need, but if it isn't I will be happy to share the completed code with you from my instance.

https://serviceportal.io/create-custom-action-buttons-service-portal/

Service Portal: Resolve Incident Button — ServiceNow Elite