CA Service Management

Hi Team,

In detail_in.htmpl form for Employee Role, I want to add the Reopen Incident button when the status of the incident is resolved. So that its status can be again changed to open. How it can be achieved?

Regards,

Balram Singh Deswal

Hi Balram,

Whats the version of SDM you are using? Out of the box, I see that the reopen button is available for the closed incident from the employee page. I was wondering if it was disabled in the detail_in.htmpl page. Search for the below lines in detail_in.htmpl file if it was commented out:

ImgBtnCreate("btn003","Reopen_Incident", "reopen_incident()", "defer", 0);

Thanks,

Naveen

Hi Naveen,

SDM version is 12.9. Reopen button is still available for the close incidents, I want to use the same functionality of that button for incidents whose status is "Resolved" so that user can change its status to "Open" again. How it can be achieved?

Thanks,

Balram

May be adding similar lines above in the detail_in.htmpl file should help? If anyone aware of how to achieve this in detail, please reply to this thread.

Thanks,

Naveen

Hi,

you should define condition to show button only in Resolved status:

<PDM_IF "$args.status" == "RE">
ImgBtnCreate("btn003","Reopen_Incident", "reopen_incident()", "defer", 0);
</PDM_IF>

Regards,

cdtj

Since you have 12.9 you can start to use incident transitions to show buttons e.g. when incident is resolved. This should also make reopen button to disappear on closed incidents

This is statement from employees detai_in.htmpl that makes me think that button should disappear.

            // Do not display this button if using status transitions.

            if (!bUseTransitionButtons) {

                ImgBtnCreate("btn003","Reopen_Incident", "reopen_incident()", "defer", 0);

            }

Thanks Gutis.