"Close Incident Wizard" Custom Widget


Apps - Custom widget - Close incident wizard icon.png This widget belongs to the Custom Widgets category > Operation in the widget library. It is used to close the current incident early.

The wizard works in the same way as the one in Product name - ev itsm.png.

  • If the selected incident is closed, an error message will appear.
  • The incident is automatically closed.
    • The workflow will be interrupted. Any closing workflow defined for the category of the incident will then run.
    • The Anticipated Closing action will automatically be generated.
    • The meta-status of the incident will be Completed, indicating an anticipated closing of the processing.
    • The incident will disappear from the list of open incidents.
  • If ongoing actions are closed:
    • In the History of Actions, the text, Early termination will appear next to each of them.
    • In the Action form, the value of the Action to Complete field will be Anticipated Closing.
  • All linked incidents will automatically be closed and their status will be identical to the status of the parent incident. Any closing workflow defined for their category will then run.

Example

Recipients discover that their problem is due to a manipulation error on their part. The incident can therefore be closed.

 Open url.png  See the procedure.

  • Display the list of incidents using a Data Viewer widget. Select one of the records to display its details in a Secured HTML widget.
             Incident - List before close.png
  • Click [ CLOSE THE INCIDENT ]. The Close Incident wizard will appear.
             Incident - Close Description.png
  • Enter the reason for the anticipated closing and click [ CLOSE ]. The wizard will close the incident and the list of incidents will be refreshed.
             Incident - List after close.png

Notes

Open url.png See General remarks on widgets.

  • You access the wizard from a widget that displays records pointing to the SD_REQUEST table.
    • You can also access the wizard using the hyperlink or action button that will open the wizard for the current record.
    • Certain properties of the hyperlink or action button cannot be modified. To change them, you must delete the hyperlink or action button and create it again.
  • The wizard displays a form predefined by Logo - EasyVista.png.
    • This form contains a Memo section for entering the description and two buttons, [ CLOSE ] and [ CANCEL ] for validating or canceling the closing of the incident.
    • Other empty widgets can be used to define or modify the layout of the form.
    • You can add new widgets.

Caution

  • To ensure the wizard works correctly:
    • The three predefined widgets in the form, Cancel_Button, Close_Button and CloseRequest must not be deleted.
    • Only certain properties of these widgets can be modified.

List of properties

Content

Cancel_Button widget: Button for canceling the closing of the incident.

  • Label: Button name. 
  • Scripts: Name of the script run when users click the button. The preselected Close modal option is used to close the wizard without closing the incident.
  • Text (Note: Non-modifiable): Name of the CloseRequest widget.
     

Close_Button widget: Button for validating the closing of the incident.

  • Label: Button name. 
  • Scripts: Name of the script run when users click the button. The preselected Close Incident option is used to close the incident in Product name - ev itsm.png.
  • Data source: Name of the EasyVista data source pointing to the list of incidents in Product name - ev itsm.png. This is the same data source as the one used by widgets for displaying the list and the details of incidents.
  • Text (Note: Non-modifiable): Name of the CloseRequest widget.
     

CloseRequest widget: Field for entering the reason for closing the incident.

  • Wysiwyg: Non-modifiable.
  • Placeholder: The text displayed in the description field is automatically cleared once the user starts typing.
  • Label: Name of the data entry field.

Theme

Open url.png See the description of properties.

Procedure: How to implement the Close Incident wizard

Best Practice icon.png To implement this wizard quickly, use the custom widget in Operation > All Incidents List - Line & Details (Large & Small). You can also use the IT Portal template, which contains a page for displaying incidents.

1. Open the app you want and add an EasyVista data source pointing to a list of incidents.

   Example documentation icon FR.png

  • Query: Home > My Incidents
  • Filter: Open
  • View: List with description

2. Create a page to display the list of incidents.

  • Create the page. Click Apps - Manage pages icon.png in the Objects pane and click Apps - Add icon.png.
  • Add a Data Viewer widget to the page to display the list of incidents.
    • Ensure that the widget points to the EasyVista data source.
    • Define the display in Tile mode.
  • Add a Secured HTML widget to display the details of an incident.
    • Ensure that the widget points to the EasyVista data source.
    • Click Apps - Edit Html icon.png next to the HTML Code field and define the display for the incident details.

3. Create a page dedicated to the Close Incident wizard.

  • Create the page. Click Apps - Manage pages icon.png in the Objects pane and click Apps - Add icon.png.
  • Rename the page and unselect the box next to its name to hide it in the app.
  • Add a custom widget Apps - Custom widget - Close incident wizard icon.png Close Incident Wizard (Custom Widgets > Operation).
  • Display the Close_Button widget and select the EasyVista data source used by widgets for displaying the list of incidents and their details.
  • If required, modify the button names in the Label property of the Close_Button and Cancel_Button widgets.

4. In the Secured HTML widget used for displaying incident details, insert a hyperlink or action button so users can access the wizard.

  • Select the page displaying the list of incidents.
  • Display the Secured HTML widget.
  • In the Properties Inspector, click Apps - Edit Html icon.png next to the HTML Code field.
  • In the text editor, place the cursor in the row where the hyperlink or action button should be displayed.
  • Click Apps - Text Editor - Advanced tags icon.png to display the Advanced Tags pane and select Page > Page Popup.
             Apps - Text Editor - Advanced tags Page - Page popup.png
    • Select page: Name of the page dedicated to the wizard created in step 3.
    • Link title: Name of the hyperlink or action button used to open the wizard.
    • Modal title: Title of the dialog box opened by the wizard.
    • Choose button type: Method for opening the wizard. It can be a hyperlink or an action button. If you want a hyperlink, select Link by clicking to the right of Link. If you want an action button, select Button by clicking to the left of Button.
  • Click Apps - Add icon.png. The hyperlink or action button will automatically be inserted in the text editor.
  • In the text editor, you can then:
    • Use the alignment options available in Apps - Text Editor - Align paragraph icon.png to align the hyperlink or action button within the row.
    • Modify certain characteristics of the hyperlink or action button by selecting the relevant options displayed. Note: If you want to modify the name of the page dedicated to the wizard, the title of the dialog box opened by the wizard or the method for opening the dialog box, you must delete the hyperlink or action button and create it again.
  • Click [ OK ].

5. Click EVApps - GUI - Execute icon.png to switch to preview mode.

  • Run the wizard in an incident.
  • Go to Product name - ev itsm.png and check that the incident is effectively closed and that an Anticipated Closing action is created.
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Last modified by Unknown User on 2017/09/08 11:28
Created by Administrator XWiki on 2017/05/23 09:06

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