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.

[Ishita Shrivast]

Hi,

You can see in my Server Side Script , I have written the code for Comments Mandatory while Reopening the incident. I am again pasting that code below for you.

if (input && input.action == 'reopen' && incidentGr.get(incidentSysId)) {

incidentGr.incident_state = global.IncidentState.IN_PROGRESS;
incidentGr.state = global.IncidentState.IN_PROGRESS;
incidentGr.assigned_to='';

incidentGr.comments = "Ticket reopened. \nReopened with comments: "+ input.reopenComments;
incidentGr.update();
// gs.addInfoMessage(gs.getMessage("Request reopened"));

}

Regards,

Ishita

[diannemcintosh]

Javascript error - Server JavaScript error undefined is not a function

Line number 45(sp_widget.sysidofwidget.script)

[khaliqzy]

Hi @Ishita Shrivast 

How you made additional comments mandatory on esc, could you pls share any piece of code, I tried with above code but no luck