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.

[ddiroma]

Karthik,

Here is my code. Keep in mind that coding is not my strong suit, but I tend to get by. I borrowed some of the code from others. Also keep in mind that we have a number of custom fields such as impacted user and a number of the fields that get updated upon reopen. The field "controllerAs" is set c in the widget. I also have messages for a number of things like Reopen Incident as our instance is in 6 languages. I hope this helps.

Body HTML Template

<div ng-if="data.showWidget">
<div class="panel panel-default">
   <div class="panel-heading">Actions</div>
   <div class="panel-body">
       <textarea ng-model="c.data.reason" placeholder="${Reopen Reason}" class="form-control"/>
<button type="button" class="btn btn-primary btn-block" ng-click="c.uiAction('reopen')" ng-if="data.showReopen">${Reopen Incident}</button>
   </div>
</div>
</div>

CSS is blank

Server Script

(function() {

// Get table & sys_id
data.table = input.table || $sp.getParameter("table");
data.sys_id = input.sys_id || $sp.getParameter("sys_id");

// Valid GlideRecord
gr = new GlideRecord(data.table);
if (!gr.isValid())
return;
// Valid sys_id
if (!gr.get(data.sys_id))
return;
//Button Visibility
if ((data.table == 'incident' && gr.incident_state == 5 && gr.caller_id == gs.getUserID()) || (data.table == 'incident' && gr.incident_state == 5 && gr.u_impacted_user == gs.getUserID())){
data.showWidget = true;
data.showReopen = true;
}
else {
data.showWidget = false;
data.showReopen = false;
}

// Check state value
       data.state = gr.getValue('state');
data.incident_state = gr.getValue('incident_state');
data.approval = gr.getValue('approval');

if (input && input.action) {
var action = input.action;//Get action value


// Get other required values
var onBehalfOf = gr.getValue('u_impacted_user');
var caller = gr.getValue('caller_id');
var currentUser = gs.getUserID();
var comments = input.reason;
var msg1 = gs.getMessage('Adding information in Reopen Reason is mandatory.');
var msg2 = gs.getMessage('Only Caller or Impacted User can reopen incident');


// Check if table is incident and action is reopen
if(data.table == 'incident'){
if (action == 'reopen') {

// Check if current user is caller or impacted user and reopen comments are not blank
if(onBehalfOf == currentUser || caller == currentUser){
if(comments == "" || comments == undefined){
gs.addErrorMessage(msg1);
return false;
}
else{
// Update values comments and state
gr.comments = comments;
gr.state = 1;
gr.incident_state = 2;
gr.close_code = "";
gr.close_notes = "";
gr.u_issue_type = "";
gr.u_issue_category = "";
gr.u_external_tickt_reference = "";
gr.u_resolution_detail = "";
data.reason = "";// Update reopen reason field with empty value
gr.update();
}
}else{
gs.addErrorMessage(msg2);
}
}
} 
}

})();

Client Controller

function($scope) {
   var c = this;
c.uiAction = function(action) {
c.data.action = action;
c.server.update().then(function() {
c.data.action = undefined;
})
}
}

[Community Alums]

Thanks Dion, i have checked almost all the available widgets for incident actions

[Allen Andreas]

Thank you greatly for posting this. As you've mentioned, you have some custom fields so it does require a slight bit of editing, but this is wonderful.

Now I just need to research how to hide the 'Type your message here...' message bar and send button on the Ticket Conversations widget when the incident is in Resolved or Closed status and we'll be set!.

That ensures (for me anyway) that they can only:

1) Reopen an incident while in Resolved state

2) NOT reopen an incident once it's closed (which it hits closed status after 5 days)

3) NOT see the message bar and send button in the ticket form page while in closed or resolved status

4) Prevents our analysts from getting a ticket back that just says: Thanks! or something similar

5) Prevents our analysts from getting an incident reopened that was closed

6) This also erases out the close code comments and status and makes the analyst have to redo it again...which they should since the incident was reopened.

Thanks!

[ddiroma]

Hi sb1186,

It wouldn't let me reply to your comment directly so I am mentioning you in this comment. Note that value of 5 in our incident_state is Resolved.

Thank you,

Dion

[Pritam Mangrulk]

Hi,

Please check below article which shows how to create reopen incident button in Service Portal in 3 easy steps:

https://glidecenter.com/add-reopen-button-in-service-portal/

Thanks,

Pritam