We are using the "Standard Ticket Configuration" that was new with the Paris release. On an incident in the portal, there are Actions OOB that include Resolve, Close, and Reopen.
Has anyone successfully created an Escalation action? I know there were lots of folks who did it in the older ticket display, but I'm trying to figure out how to create one in the Standard Ticket page.
I edited the (cloned) widget for the "Incident Standard Ticket Actions."
Server Script:
(function() {
var incidentGr = new GlideRecord('incident');
var incidentSysId = options.sys_id;
if (!incidentSysId && $sp.getParameter('table') == 'incident')
incidentSysId = $sp.getParameter('sys_id');
if (!incidentSysId && $sp.getParameter('table') == 'universal_request') {
var urGr = new GlideRecord('universal_request');
urGr.get($sp.getParameter('sys_id'));
incidentSysId = urGr.primary_task + "";
}
/* Actions - Start */
if (input && input.action == 'resolveIncident' && incidentGr.get(incidentSysId)) {
incidentGr.incident_state = global.IncidentState.RESOLVED;
incidentGr.state = global.IncidentState.RESOLVED;
incidentGr.resolved_by = gs.getUserID();
incidentGr.update();
}
if (input && input.action == 'reopenIncident' && incidentGr.get(incidentSysId)) {
incidentGr.incident_state = global.IncidentState.IN_PROGRESS;
incidentGr.state = global.IncidentState.IN_PROGRESS;
incidentGr.comments = "Ticket reopened. Caller did not feel the issue had been resolved.";
incidentGr.update();
gs.addInfoMessage(gs.getMessage("Request reopened"));
}
if (input && input.action == 'closeIncident' && incidentGr.get(incidentSysId)) {
incidentGr.incident_state = global.IncidentState.CLOSED;
incidentGr.state = global.IncidentState.CLOSED;
incidentGr.update();
}
if (input && input.action == 'escalateIncident' && incidentGR.get(incidentSysID)) {
incidentGr.incident_impact = high;
incidentGr.incident_urgency = high;
incidentGr.incident_priority = high;
incidentGr.comments = "Please escalate the priority of this incident.";
incidentGr.update();
gs.addInfoMessage(gs.getMessage("Incident Escalated"));
}
/* Actions - End */
/* Load incident data */
if (incidentGr.get(incidentSysId)) {
var incidentUtils = new global.IncidentUtils();
data.canResolve = incidentUtils.canResolveIncident(incidentGr);
data.canReopen = incidentUtils.canReopenIncident(incidentGr);
data.canClose = incidentUtils.canCloseIncident(incidentGr);
data.canEscalate = incidentUtils.canEscalateIncident(incidentGr);
data.showActions = data.canResolve || data.canReopen || data.canClose || data.canEscalate;
}
data.i18n = {};
})();and the client controller:
function incidentTicketActions($scope, $http, spUtil, $timeout, spModal, i18n, $window, $uibModal) {
/* widget controller */
var c = this;
c.doneLoading = false;
var MOBILE_DEVICE_SCREEN_WIDTH = 767;
$scope.mobileDevice = c.data.isMobile || ($window.innerWidth < MOBILE_DEVICE_SCREEN_WIDTH);
$scope.resolveIncident = function() {
$scope.data.action = 'resolveIncident';
$scope.server.update(init);
};
$scope.closeIncident = function() {
$scope.data.action = 'closeIncident';
$scope.server.update(init);
};
$scope.reopenIncident = function() {
$scope.data.action = 'reopenIncident';
$scope.server.update(init);
};
$scope.escalateIncident = function() {
$scope.data.action = 'escalateIncident';
$scope.server.update(init);
};
function init() {}
$(document).on('click', 'div.modal-footer button.btn, ul#child-case-tabs .dropdown-menu', function(e) {
e.stopPropagation();
});
$(document).bind('dragover drop', function(event) {
event.preventDefault();
return false;
});
$scope.$on('sp_loading_indicator', function(e, value) {
if (!value && !c.doneLoading) {
c.doneLoading = true;
}
});
}Here is the IncidentUtils Script Include:
var IncidentUtils = Class.create();
IncidentUtils.prototype = Object.extendsObject(IncidentUtilsSNC, {
initialize: function() {
IncidentUtilsSNC.prototype.initialize.call(this);
},
/***************Custom changes****************/
canReopenIncident: function(current){
return current.incident_state == IncidentState.RESOLVED && !this._isMajorIncident(current);
},
canEscalateIncident: function(current){
return current.incident_state == IncidentState.Active || IncidentState.New || IncidentState.OnHold;
},
type: 'IncidentUtils'
});
IncidentUtils.isCopyIncidentEnabled = function(current) {
var incidentUtils = new IncidentUtils();
return incidentUtils.isCopyIncidentFlagValid();
};
IncidentUtils.isCreateChildIncidentEnabled = function(current) {
var incidentUtils = new IncidentUtils();
return incidentUtils.isCreateChildIncidentFlagValid();
};I'm not confident coding on my own, obviously I just copied and edited what was there. I feel like I'm missing something about the action and maybe the scope, but I don't know where to start.
Thanks in advance for your advice.
1 ACCEPTED SOLUTION
