Create a new fild ( reopen reason ) for end user when he reopens the resolved incident from SP/ESC
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06-27-2025 05:35 AM - edited 06-27-2025 07:34 AM
Hello i want to add a new mandatory field (reopen reason) when caller reopens his (incident resolved) from service portal or employee center. Can anyone help for this please! Thank you
HTML Body:
<div>
<div class="dropdown" id="child-case-tabs" ng-if="data.showActions">
<button type="button" class="btn btn-default dropdown-toggle action-btn" data-toggle="dropdown" style="width : 100%">
${Actions}
<span class="caret"></span>
</button>
<ul class="dropdown-menu" id="actionList">
<li>
<a ng-if="data.canResolve" href="javascript:void(0)" ng-click="$event.stopPropagation();resolveIncident()">Resolve</a>
</li>
<li>
<a ng-if="data.canReopen" href="javascript:void(0)" ng-click="$event.stopPropagation();reopenIncident()">Reopen</a>
</li>
<li>
<a ng-if="data.canClose" href="javascript:void(0)" ng-click="$event.stopPropagation();closeIncident()">Close</a>
</li>
</ul>
</div>
</div>
Server script :
Client controller:
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06-27-2025 05:58 AM
Don't add a new field instead make comments mandatory when the user clicks Reopen
you can clone the OOTB widget and add some customization to it.
this link has approach
How to make additional comments mandatory on Employee Center when reopen button is clicked?
If my response helped please mark it correct and close the thread so that it benefits future readers.
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader
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06-27-2025 07:04 AM
Where should i modify this scripts @Ankur Bawiskar Ui action reopen Script or where exactly?
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06-27-2025 07:10 AM
@Ankur Bawiskar Widget Service portlal?
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06-29-2025 06:52 AM
yes you need to clone the OOTB widget and then add your customizations.
If my response helped please mark it correct and close the thread so that it benefits future readers.
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader