Can some one will help me out i want to put the Reopen incident into the actions tab

[kranthi2]

Hi,

Can some one will help me out i want to put the Reopen incident into the actions tab.

Please find the below mentioned Screenshot for the same.

Once i click on the "Reopen Incident" then incident would be Reopen please help me out how to achieve the same.

Thanks,

[Dr Atul G- LNG]

Hi @kranthi2 

As per process, until unless a incident is not resolved cant be reopen. And once incident will be resolved user will be able to see the reopen option.

Link to activate this:

https://www.servicenow.com/community/developer-forum/reopen-a-ticket-from-the-service-portal/m-p/157...

https://www.servicenow.com/community/itsm-forum/add-ability-to-reopen-incident-ticket-on-service-por...

[kranthi2]

Hi @Dr Atul G- LNG 

Thanks for your response but still not clear on this.

[Dr Atul G- LNG]

HI @kranthi2 

A incident has life cycle 

New - In progress - Resolved - closed  --> In Progress (Reopen)

A in progress Incident cant be reopen untill unless it is in Resolved state.

Now to achieve this OOTB not available so follow this link and then activate this functionality. (Mentioned in previous reply)

[Tai Vu · Accepted solution]

Hi @kranthi2 

The Reopen option in the action tab is from the widget below.

Name: Incident Standard Ticket Actions

Id: incident-standard-ticket-actions

Inside the widget you will see this condition below.

data.canReopen = incidentUtils.canReopenIncident(incidentGr);

It's calling to the function canReopenIncident in the script include IncidentUtilsSNC.

URL: https://<instance_name>/sys_script_include.do?sys_id=a1b5e796531232000600e26b88dc3472

canReopenIncident: function(current) {
    return current.incident_state == IncidentState.RESOLVED && !gs.getUser().hasRoles() && !this._isMajorIncident(current);
},

Cheers,

Tai Vu