Report on reopen reason for incidents

[Thereza Van der]

Hi all

Our ServiceDesk need to report on reasons why incidents have been reopened. The reason is saved in the 'additional comments' field, but when I add that to my report, is obviously displays all additional comments. Is there a way to only show the reason for reopening?

Thanks

Thereza

[swathisarang98]

Hi @Thereza Van der ,

Based on Additional comment or worknote this is not possible, you can create a new field to capture the reason for reopening the incident and report on that field.

Please mark this comment as Correct Answer/Helpful if it helped you.

Regards,

Swathi Sarang

[Thereza Van der]

Morning Swathi 🙂

Thanks for the reply. I was thinking about a separate field, but was not sure how to get it to use that field instead of the additional comments field. Can I just copy the script and create another UI Action, and replace the 'comments' with the new field name?

I do not know scripting but logic tells me if it works as is, I can just replace the field name?

This is the script:

// Client side onclick function

function reopenIncident(){

   if (g_form.getValue('comments') == '') {

      // Remove any existing field message, set comments mandatory, and show a new field message

      try {

         g_form.hideFieldMsg('comments');

      } catch(e) {}

      g_form.setMandatory('comments', true);

      g_form.showFieldMsg('comments', getMessage('Please enter a comment when reopening an Incident'), 'error');

      return false;  // Abort submission

   }

   // Call the UI Action and skip the 'onclick' function

   gsftSubmit(null, g_form.getFormElement(), 'reopen_incident'); // MUST call the 'Action name' set in this UI Action

}

// Code that runs without 'onclick'

// Ensure call to server side function with no browser errors

if (typeof window == 'undefined')

   serverReopen();

function serverReopen() {

   // Set Incident state to active, update and reload the record

   current.incident_state = 2;

    current.state = 2;

   current.update();

   gs.addInfoMessage(gs.getMessage("Incident reopened"));

   action.setRedirectURL(current);

}

[swathisarang98 · Accepted solution]

Hi @Thereza Van der ,

You can create a new field type like string and give some label ,

Create a onload client script to hide the field ,

g_form.setVisible('u_reason_reopen',false);

In the Ui action you can just add 2 lines of code something like below,

g_form.setVisible('u_reason_reopen', true);
g_form.setMandatory('u_reason_reopen', true);

Ui Action Complete code:

// Client side onclick function
function reopenIncident() {


    if (g_form.getValue('comments') == '') {
        // Remove any existing field message, set comments mandatory, and show a new field message
        try {
            g_form.hideFieldMsg('comments');
        } catch (e) {}
        g_form.setMandatory('comments', true);
		g_form.setVisible('u_reason_reopen', true);
        g_form.setMandatory('u_reason_reopen', true);
        g_form.showFieldMsg('comments', getMessage('Please enter a comment when reopening an Incident'), 'error');
        return false; // Abort submission
    }
    // Call the UI Action and skip the 'onclick' function
    gsftSubmit(null, g_form.getFormElement(), 'reopen_incident'); // MUST call the 'Action name' set in this UI Action
}

// Code that runs without 'onclick'
// Ensure call to server side function with no browser errors
if (typeof window == 'undefined')
    serverReopen();

function serverReopen() {
    // Set Incident state to active, update and reload the record
    current.incident_state = 2;
    current.state = 2;
    current.update();
    gs.addInfoMessage(gs.getMessage("Incident reopened"));
    action.setRedirectURL(current);
}

Based on this field create a report

Please check and Mark Helpful and Correct if it really helps you.

Regards,

Swathi Sarang

[Thereza Van der]

Perfect ... Perfect ... Perfect!!!

THANKS FOR ASSISTING ME, MUCH APPRECIATED! I learnt a lot from you today.

Regards

t