As a Admin not able to see the Reopen button on Service portal

[Deva3]

As a end user can see the Reopen button in Service Portal and Can reopen the incident which is resolved state. But Itil user and Admin can not Reopen the incident through the Service Portal. Can any one  please help for this issue

[Yousaf]

Hi Deva,

Can you find that widget in Service Portal > Widgets and check that configurations like what roles are assigned there.



Mark Correct or helpful if it helps

[RaghavSh]

cannot reopen means Reopen button is not visible to them? or when they try to reopen, by clicking on reopen, the incident state does not change? There are few observations:

1. If they are not able to see the button check the conditions of "Reopen button", OOB it does not restrict but this may be customized in your instance.

2. If they are able to see the button but that is not changing the state from resolved to assigned/wip that means there is some acl restricting the same. probably you need to check the write acl on state or write acl on all fields with admin override unchecked, which is restricting admin/itil users to change state. This types of checks are usually put in place to ensure that only requested for user can reopen the incident.

[S Deva]

Admin is not able to see the Reopen button in Service Portal. OOB Reopen button UI action is there in that condition Script include is calling. And incidentUtilsSNC is in read-only we can not make changes 

[RaghavSh]

OOB condition is (from script include) : 

return current.incident_state == IncidentState.RESOLVED && !gs.getUser().hasRoles() && !this._isMajorIncident(current);

it just says that incident state should be resolved, and logged in user should not have roles and it should not be a major incident.

That means user should not have any roles, if you need to provide this functionality to admin user you need to override the OOB script include