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

[ayano]

Originally, there is no status of cancel in Incident.
To cancel, I need to enter the "Cancelled" in the Resolution Code and Cancelled by Caller in the Resolution notes.

However, in the current implementation, when I click Resolve botton, certain characters are automatically filled in those fields.

Therefore, I would like to prepare another option under such a Resolve button and create a specification that clearly states Cancelled in the Resolution code and Cancelled by Caller in the Resolution notes.

How can I create another option under the Resolve button?

[Sulabh Garg]

Hello

Please see the below link, It should help you.

https://www.servicenowelite.com/blog/2020/9/1/ticket-actions-widget

Please Mark ✅ Correct/helpful, if applicable, Thanks!! 

Regards

Sulabh Garg

[Anil Lande · Accepted solution]

Hi,

This is part of standard Ticket widget configuration.

You need to modify the widget 'Incident Standard Ticket Actions' as given below:

Make the Highlighted changes.

To add additional action in dropdown HTML script part would be like:

<div>
    <div class="dropdown" id="child-case-tabs" ng-if="data.showActions">
        <button type="button" id="actions-button" class="btn btn-default dropdown-toggle action-btn" data-toggle="dropdown" style="width : 100%" aria-haspopup="true" ng-init="setFocusOnActionButtons()">
            ${Actions}
            <span class="caret"></span>
        </button>
        <ul class="dropdown-menu pull-right" id="actionList">
            <li>
                <a ng-if="data.canResolve" href="javascript:void(0)" ng-click="$event.stopPropagation();resolveIncident()">${Resolve}</a>
            </li>
          <li>
                <a ng-if="data.canResolve" href="javascript:void(0)" ng-click="$event.stopPropagation();cancelIncident()">${Cancel}</a>
            </li>
            <li>
                <a ng-if="data.canReopen" href="javascript:void(0)" ng-click="$event.stopPropagation();reopenIncident()">${Reopen}</a>
            </li>
            <li>
                <a ng-if="data.canClose" href="javascript:void(0)" ng-click="$event.stopPropagation();closeIncident()">${Close}</a>
            </li>
        </ul>
    </div>
  
</div>

Thanks,

Anil Lande

[Anil Lande]

I have copied most of the part of resolve action, you can make required changes to state and other values  as per your requirement.

[ayano]

Hi,

Thank you for the reply.

I modified the HTML and now I see the Cancel option!

Would you please copy the entire script where other changes are needed and post it?

Thanks and Regards,