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

ayano · ‎01-05-2022

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?

Kasi Ramanathan · ‎01-09-2022

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:

View solution in original post

ayano · ‎02-21-2022

Thank you for the wonderful answer before.

I want to ask one more things.

I want to modify Incident Standard Ticket 's widget to create a cancel option.

Could you answer here?

I want to create an option for the Cancel button under the Resolve button on the ticket page of the ...

If you give me a detailed script, I'll give you a'Mark as Correct Answer'.

Talya · ‎03-07-2023

Hi @Kasi Ramanathan ,

We are displaying the incidents in the portal for the users , if the logged in user is either 'Opened by' or 'Caller' or custom field 'Requested for'.

I need help in achieving the following:

1. I want the Resolve action to be available in the widget only for the user, if his name is in 'Requested for' field.

2. I want to hide the action if the logged in user is not the one who is in 'Requested for' field.

Please help me with this.

Thanks,

Talya