How can I fix the standard ticket configuration to resolve it?

[ayano]

I get an error like this when I click the Resolve button.

How do I enter the Resolution Code and Close Notes from the ticket page of the Service Portal?

[Brian Lancaster]

Did you clone the out of the box widget? The only way I can reproduce this is if I make it so I can see incidents where I'm not the caller. An itil user should not be trying to resolve incidents from the portal.

[ayano]

Hi,

Thank you for the reply.

No, I haven't created or cloned the Widget.
I just edited the Standard Ticket configuration.

Part of this feature is a button to change the status. Isn't it okay to update the status from the service portal because it has an action button that is that function?

Thanks and Regards,

[Kasi Ramanathan · Accepted solution]

Hi @ayano ,

Hard code the Resolution note and Close Code in Incident Standard Ticket Actions.

Navigate to Service Portal --> Widgets.

Search for Incident Standard Ticket Actions. Open the record.

In the server script, hardcode the values for the fields as required.

	/* Actions - Start */
    if (input && input.action == 'resolveIncident' && incidentGr.get(incidentSysId)) {
        incidentGr.incident_state = global.IncidentState.RESOLVED;
		incidentGr.state = global.IncidentState.RESOLVED;
		incidentGr.resolved_by = gs.getUserID();
		incidentGr.close_notes = "Hard Code"; //Change the value as per your requirement
		incidentGr.close_code = "Hard Code"; //Change the value as per your requirement
		data.isIncidentResolved = incidentGr.update();
    }
	

Screenshot:

[ayano]

Thakn you so much !!!

I can resolved it !!!