This article is about reopening an incident from Service Portal.
Steps:
- When anyone resolve Incident It will send Email to End User / Caller with the link of Incident (Service Portal) to reopen it.
- End user who receive email If he has role then link will automatically redirected to Default Incident view otherwise it will go to Service Portal view.
- End user has capability to reopen the incident from Service portal by providing comments.
- Please follow below procedure and see the image below for demo.
Notification:
Reopen Button:
Comments:
Create Your flow now All the best !!
Create Notification
Name : Any Suitable name
Table : Incident
When to Send : On Inset or Update : Update , Condition : State changes to Resolve
Who will receive : Caller
What it will contain :
Subject : Incident ${number} has been resolved
Message :
<p style="font-family: Helvetica; color: black;">Dear ${caller_id},</p>
<p style="font-family: Helvetica; color: black;">Below Incident has been resolved. Please check for the details below</p>
<table style="width: 80%; background-color: #f2f2f2;">
<tbody>
<tr>
<td style="font-family: Helvetica; border: thin solid #C0C0C0; color: black; font-weight: bold;">Incident Number :</td>
<td style="font-family: Helvetica; border: thin solid #C0C0C0; color: black;" colspan="6">${number}</td>
</tr>
<tr>
<td style="font-family: Helvetica; border: thin solid #C0C0C0; color: black; font-weight: bold;">State:</td>
<td style="font-family: Helvetica; border: thin solid #C0C0C0; color: black;" colspan="6">${state}</td>
</tr>
<tr>
<td style="font-family: Helvetica; border: thin solid #C0C0C0; color: black; font-weight: bold;">Configuration Item:</td>
<td style="font-family: Helvetica; border: thin solid #C0C0C0; color: black;" colspan="6">${cmdb_ci}</td>
</tr>
<tr>
<td style="font-family: Helvetica; border: thin solid #C0C0C0; color: black; font-weight: bold;">Short Description :</td>
<td style="font-family: Helvetica; border: thin solid #C0C0C0; color: black;" colspan="6">${short_description}</td>
</tr>
<tr>
<td style="font-family: Helvetica; border: thin solid #C0C0C0; color: black; font-weight: bold;">Description :</td>
<td style="font-family: Helvetica; border: thin solid #C0C0C0; color: black;" colspan="6">${description}</td>
</tr>
</tbody>
</table>
<p>${mail_script:<Email Script Name>}</p>
<p> </p>
Create Email Script --- It will have link based on the role of end user.
Name: Any Suitable Name
Script:
(function runMailScript(current, template, email, email_action, event) {
// Check User Role to redirect to Service Portal
var hasRole = new GlideRecord('sys_user_has_role');
hasRole.addQuery('user', current.caller_id);
hasRole.query();
if (hasRole.next()) {
link = "https://"+gs.getProperty('instance_name') + ".service-now.com/incident.do?sys_id="+current.sys_id;
}
else
{
link = "https://"+gs.getProperty('instance_name') + ".service-now.com/sp?id=ticket_hfc&table=incident&sys_id="+current.sys_id;
}
// Code to take end user to the incident
template.print('<p><font size="3" color="black" face="helvetica">');
template.print(gs.getMessage('Please click below button to go to Incident'));
template.print('</font></p>');
template.print('<font face="helvetica">');
var backgroundColor = 'background-color: #278efc;';
var border = 'border: 1px solid #0368d4;';
var color = 'color: #ffffff;';
var fontSize = 'font-size: 16px;';
var fontFamily = 'font-family: Helvetica, Arial, sans-serif;';
var textDecoration = 'text-decoration: none; border-radius: 3px;';
var webKitBorder = '-webkit-border-radius: 3px;';
var mozBorder = '-moz-border-radius: 3px;';
var display = 'display: inline-block;';
var padding = 'padding: 5px;';
template.print('<a href="' + link + '"');
template.print('style="' + backgroundColor + border + color + fontSize + fontFamily + textDecoration + webKitBorder + mozBorder + display + padding);
template.print('">');
template.print(gs.getMessage('Take me to the Incident'));
template.print('</a>');
template.print('</font>');
template.print('<br><br>');
template.print('<p><font size="3" color="black" face="helvetica">');
template.print('</font></p>');
template.print('<p><font size="3" color="black" face="helvetica">');
template.print('Thank you.');
template.print('</font></p>');
})(current, template, email, email_action, event);
Create Button / Widget to reopen the incident on Service Portal.
Go to Navigation --> Service Portal --> Widget
Name: Any Suitable Name
Body HTML template :
<button type="button" class="btn btn-primary btn-block" ng-show="data.reopen" ng-click="c.openModal('reopen')">Re-Open Incident</button>
<script>
<div class="panel panel-default">
<div class="panel panel-default">
<div class="panel-heading">
<h4 class="panel-title">Provide a reason to Re-Open the Incident</h4>
</div>
<div class="panel-body wrapper-xl">
<form name="modalTemplate">
<div class="form-group">
<textarea required sp-autosize="true" ng-required="true" ng-model="data.reopenComments" id="reopenComments" placeholder="Comments required" class="form-control ng-pristine ng-valid ng-scope ng-empty ng-touched" aria-invalid="false" style="overflow: hidden; word-wrap: break-word; resize: horizontal;"></textarea>
</div>
<input class="btn btn-primary" ng-click="c.closeModal()" type="submit" />
</form>
</div>
</div>
</div>
</script>
Server script :
(function() {
// Get table & sys_id
data.table = input.table || $sp.getParameter("table");
data.sys_id = input.sys_id || $sp.getParameter("sys_id");
data.reopen = true;
// Valid GlideRecord
gr = new GlideRecord(data.table);
if (!gr.isValid())
return;
// Valid sys_id
if (!gr.get(data.sys_id))
return;
//Button Visibility
if (gr.getValue('state') != 6){
data.reopen = false;
data.flag = false;
}
if (input && input.action) {
var action = input.action;
// If Incident table
if (data.table == 'incident') {
if (action == 'reopen') {
// Resolve Incident
gr.setValue('incident_state', 2);
gr.setValue('state', '2');
if(input.reopenComments)
{
gr.comments = "Ticket reopened with comments: "+ input.reopenComments;
}
gr.update();
}
}
}
})();
Client controller:
function($uibModal, $scope, spUtil) {
var c = this;
$scope.$on('record.updated', function(name, data) {
c.data.reopenComments = '';
spUtil.update($scope);
})
c.openModal = function(action) {
c.data.action = action;
c.server.update().then(function() {
c.data.action = undefined;
})
c.modalInstance = $uibModal.open({
templateUrl: 'modalTemplate',
scope: $scope
});
}
c.openModalResolve = function() {
c.modalInstance = $uibModal.open({
templateUrl: 'modalTemplate',
scope: $scope
});
}
c.closeModal = function() {
$scope.data.action = "reopen";
$scope.data.reopenReason = $scope.data.reopenComments;
$scope.server.update().then(function(){
$scope.data.action = undefined;
$scope.data.reopenReason = "";
$scope.data.reopenIncFromMail = false;
});
if(!$scope.data.reopenComments){
alert("Please provide the reason to reopen the Incident.");
}
else
{
c.modalInstance.close();
}
};
}
Please Hit like and provide your feedback comment if this helped you.
Reference Link :
https://www.servicenowelite.com/blog/2017/5/12/service-portal-resolve-incident-button
https://community.servicenow.com/community?id=community_article&sys_id=db298e11db97d380fece0b55ca96195f
https://serviceportal.io/create-custom-action-buttons-service-portal/
Regards
Sandeep
