ReOpen Incident Option on Service portal for end users.

[Ishita Shrivast]

Hello Everyone,

I have a requirement where I need to provide Reopen option for incidents to end users on portal. We have this "Incident Standard Ticket Actions" OOB widget which already has the option of Reopen but it is not available on portal, only options Resolve and Close are visible. I don't have much experience in Service Portal so I am wondering how can I enable this Reopen option without creating another widget. For references , please see attachments.

Thanks in Advance,

Ishita.

[Ankur Bawiskar]

Hi,

check this link for widget help and has the solution

Create Reopen Incident Widget which requires comments for Service Portal

Regards
Ankur

[Ishita Shrivast]

Hi Ankur,

I have seen this link and according to this I'll have to create a new widget. But I was wondering if we already have the code written in "Incident Standard Ticket Actions" widget then why to create a new one!!...Is it possible to make it work through that OOB widget only ?

Regards,

Ishita.

[Ankur Bawiskar]

Hi,

You cannot edit OOB widget.

You need to clone it and then check and compare against the link and enhance

Regards
Ankur

[Ankur Bawiskar]

@Ishita Shrivastava 

Hope you are doing good.

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If so, please mark appropriate response as correct & helpful so that the question will appear as resolved for others who may have a similar question in the future.

Thanks!
Ankur