RITM Reopen button not working properly

[Abdul333]

Hello All,

I Created a custom widget and Mapped in Standard Ticket Configurations of sc_req_item Action Widget.

Widget Details:

var table = $sp.getParameter("table");

var sys_id = $sp.getParameter("sys_id");

// Valid GlideRecord

    var gr = new GlideRecord(table);

    if (!gr.isValid())

        return;

    // Valid sys_id

    if (!gr.get(sys_id))

        return;

 var ritm_state = gr.getValue('state');//getting sc_req_item State

    var ritm_stage = gr.getValue('stage');

    var closedAt = gr.getValue('closed_at')

Server Side Script:

if (input && input.action) {

        var action = input.action;

        // If RITM table

        if (ritm_state == 3 && action == 'reopen') {

            // Reopen RITM

            gr.setValue('state', 1);

            gr.setValue('stage', 'fulfillment');

            gr.comments = "Requested Item Reopened by " + gs.getUserDisplayName();

            gr.update();

            // Copy assignment group from the last closed SC task

            var lastClosedTask = new GlideRecord('sc_task');

            lastClosedTask.addQuery('request_item',sys_id);

            gs.info("Sysid of RITM :"+sys_id);

            lastClosedTask.addQuery('state', 3);

            lastClosedTask.orderByDesc('closed_at'); // Get the most recent closed task

            lastClosedTask.setLimit(1);

            lastClosedTask.query();

            gs.info('No.of SC TASKS avaialble for RITM '+gr.number+ '--->'+ lastClosedTask.getRowCount());

            if (lastClosedTask.next()) {

                gs.info("last closed SCTASK No : " + lastClosedTask.number);

                var newTask = new GlideRecord('sc_task');

                newTask.initialize();

                newTask.request_item = sys_id;

                newTask.assignment_group = lastClosedTask.assignment_group; // sctask assignment group

                newTask.short_description = "Ticket is reopened by " + gs.getUserDisplayName();

                newTask.insert();

                gs.info("NEW SCTASK Created : " +newTask.number);

            } else{

                gs.info("No SCTASK is present for RITM :"+gr.number);  

            }

}

}

The script is not creating new SCTASK if an Enduser click on Reopen button, but as an admin if i click on Reopen button, it is creating new SCTASK for the Same RITM.

Enduser can't have any roles, is this any role issue? Else block log is printing if i impersonated an enduser and click on Reopen button.

This log is printing :No SCTASK is present for RITM : RITM0...

When i tried to Reopen, it prints if block log : NEW SCTASK Created : " +SCTASK....

Can someone please help me on this and correct me if anything i did wrong in the code.

@Dr Atul G- LNG @Ankur Bawiskar @Community Alums @Mark Roethof 

Thanks,

Abdul

[Dr Atul G- LNG]

Hi @Abdul333 

I am not expert in code but if you ask me , it is not valid requirement, A Request never have Reopen option, it is pure violation of process.