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Setting a time limit on reopening a solved incident
Answer ID 190 |
Last Review Date 06/22/2022
Can a customer always reopen and update a solved incident, or can I set a time limit?
Environment:
Oracle B2C Service, all versions
Customer Portal 3
Customer Portal 3
Issue:
We want to set how long an end-user has to update an incident through Customer Portal after it is solved or closed.
Resolution:
- Implement or modify the
<rn:condition>tag attributeincident_reopen_deadline_hourson the account/questions/detail page. See the appropriate section below corresponding to your desired behavior. - Test the change in development mode, stage your changes, test again, and promote the change to production.
Click the 
next to the appropriate heading below to expand that section for viewing.
next to the appropriate heading below to expand that section for viewing.- Find the following line of code in the account/questions/detail page (or the reference implementation):
<rn:condition incident_reopen_deadline_hours="168"> - Change the value of
incident_reopen_deadline_hoursto the desired length of time in hours.
- Find the following line of code in the account/questions/detail page (or the reference implementation):
<rn:condition incident_reopen_deadline_hours="168"> - Change the value of
incident_reopen_deadline_hoursto 0.
Remove time limit and allow end-users to update solved incidents at any time through Customer Portal
- Remove this line of code or similar from the account/questions/detail page:
<rn:condition incident_reopen_deadline_hours="168"> - Remove the "else" code block for the condition as well:
<rn:condition_else/>
<h2>#rn:msg:INC_REOPNED_UPD_FURTHER_ASST_PLS_MSG#</h2>
</rn:condition>
Notes:
This will not affect the behavior updates through email. See Answer 1297: New incidents are created instead of updating the existing incident for further information, or the description of the configuration setting MYQ_REOPEN_DEADLINE.
For information on modifying individual pages as well as staging and deploying in the Customer Portal managed framework, consult the Customer Portal documentation for the version of Oracle B2C Service you are using. To access Oracle B2C Service manuals and documentation online, refer to the Documentation for Oracle B2C Service Products.
For more information on accessing the Configuration Editor and editing settings, refer to Answer ID 1960: Editing Configuration Settings.
