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‎07-06-2017 04:35 AM
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.
Solved! Go to Solution.
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Incident Management
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‎07-11-2017 08:44 PM
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.
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‎11-09-2020 06:23 PM
Pritam - just wanted to give you a big thank you ... the page you linked to was 100% exactly what was needed.
Nice work!
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‎11-09-2020 06:31 PM
Basically they copied my article which I created 2yrs ago and added to their site.
