Service Portal Reopen Incident Widget

Wes Farmer
Kilo Contributor

‎07-28-2017 08:55 AM

So I have created an Reopen Incident widget based largely on the Resolve Incident widget from ServiceNow Elite (http://www.servicenowelite.com/blog/2017/5/12/service-portal-resolve-incident-button ).   It's basically doing the same thing, except it sets incident state back to Active and updates the Additional Comments Journal field.   It works great, HOWEVER, it is behaving inconsistently where it will usually make duplicate entries into the Additional Comments sometimes 2, 3, or 4 duplicates and sometimes correctly enters just once with no rhyme or reason.   I am curious if anyone else has seem this behavior.   Code is below.

HTML

<div class="panel b" ng-if="data.showWidget">

<div class="panel-heading bg-primary">Actions</div>

<div class="panel-body">

<button type="button" class="btn btn-success btn-block" ng-click="c.openModalReopen()" ng-if="data.showReopen">Reopen Incident</button>

<div ng-if="data.response1" class="alert alert-info">{{::data.response1}}</div>

</div>

</div>

<script>

<div class="panel panel-default">

<div class="panel-heading">

<h4 class="panel-title">Provide a reason for the reopening</h4>

</div>

<div class="panel-body wrapper-xl">

<form name="modalTemplateReopen" ng-submit="c.uiAction('reopen')">

<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" type="submit" />

</form>

</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");

// Valid GlideRecord

gr = new GlideRecord(data.table);

if (!gr.isValid())

return;

// Valid sys_id

if (!gr.get(data.sys_id))

return;

//Button Visibility

if(data.table == 'incident' && gr.active == true && gr.incident_state == 6 && gr.caller_id == gs.getUserID()){

data.showWidget = true;

data.showReopen = true;

} else {

data.showWidget = false;

data.showReopen = false;

}

//input

if (input && input.action) {

var action = input.action;

// If Incident table

if (data.table == 'incident') {

if (action == 'reopen') {

gr.setValue('incident_state', 2);

gr.setValue('state', 2);

//gr.setValue('resolved_by', gs.getUserID());

gr.comments = "Reopened by caller with comment: " + input.reopenComments;

gr.update();

//data.response1 = gs.getMessage('Incident '+gr.number+' was resolved');

}

}

}

})();

Client Controller

function($uibModal, $scope, spUtil) {

var c = this;

$scope.$on('record.updated', function(name, data) {

spUtil.update($scope);

})

c.uiAction = function(action) {

c.data.action = action;

c.server.update().then(function() {

c.data.action = undefined;

})

c.modalInstance.close();

}

c.openModalReopen = function() {

c.modalInstance = $uibModal.open({

templateUrl: 'modalTemplateReopen',

scope: $scope

});

}

c.closeModal = function() {

c.modalInstance.close();

}

}

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12 REPLIES 12

Davin Biggs
Tera Contributor

‎03-21-2018 12:56 AM

How does the HTML work?  I keep getting errors around the <script> tags, as they have <div> inside them.

 

Unfortunately the Servicenowelite page is no longer there

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Pritam Mangrulk
Mega Contributor

‎08-05-2020 03:00 AM

Hi,

Please check below article which shows how to create reopen incident button in Service Portal in 3 easy steps:

https://glidecenter.com/add-reopen-button-in-service-portal/

Thanks,

Pritam

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