End-users should be able to Close their Active Incidents in the Self-Service Portal

IT Monkey

End-users are unable to resolve/Close their own Active Incidents. For example if an end-user resovles the incident by them self they should also be able to resolve the incident without the help of an analyst. Without this feature the end-user will not be able to Clean up their own Active incidents.

Nicholas_Velich

Agreed-- would be nice to see this out-of-box. In the meantime, there are some external blogs that walk through how to add this: https://blog.jhnr.ch/2015/05/13/build-your-own-cancel-incident-task-for-cireson-self-service-portal/

Note-- you might need to change the resolution category guid around line 24 if you are not using the out-of-box values.

Sharon_Spears

Hi Nicholas

Thanks for the links to the above - this is great.  With regard to the resolution category guid, can you refresh my memory on how I would get this info. We have added others to our resolution list (modified the standard list).

Nicholas_Velich

Hi Sharon,

A portion of this webinar goes through this "guid hunting process" a bit: https://community.cireson.com/discussion/30/creating-new-lists-for-the-portal-start-to-finish#latest

In short, you would use a cmdlet called "Get-SCSMEnumeration" to whittle down the name/id of your list.

You could also use something like SCSM Entity Explorer if you want a more visual approach (free download on the web).

Thanks,
Nick

Sharon_Spears

Thanks Nicholas

Mikkel_Madsen

Surprised to see this is not yet fixed?
Or have I missed something?

CaterhamITSupport

Dear All,

Nicholas version here doesn't work with latest version of portal 10.5.1, html buttons not showing:

https://blog.jhnr.ch/2015/05/13/build-your-own-cancel-incident-task-for-cireson-self-service-portal/

Any help with this?

Daniel