How to Hide the Reopen Button for Resolved IncidentsIssue <!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } From the Yokohama release, users with appropriate roles can reopen resolved incidents. For more details, please refer the document below. Incident Management release notes (Yokohama)Changes in the reopening incident behaviorEnable the agents with incident write access, callers, requesters, or Opened by end users to reopen a resolved incident. Both the caller and the requester can view and use the Reopen option on the incident classic UI16 form and the Portal UIs, such as Service Portal and Employee Service Center (ESC) portal.An agent can view and use the Reopen option on the incident classic UI16 form to reopen any incident that is assigned to them or to other agents. However, on the Portal UI, an agent can only view and use the Reopen option to reopen an incident if it’s assigned to them. This document outlines a method to hide the Reopen button by customizing the Script Include - IncidentUtils(sys_id=87e5e796531232000600e26b88dc3478). Reproduced Steps: Open the Resolved incident in the following UIs and Confirm that the Reopen button is visible. Platform UIService Operations WorkspaceService Portal (/sp)Employee Center Portal (/esc) Release<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } From Yokohama Resolution<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Each UI Action and Widget uses the canReopenIncident function from the Script Include IncidentUtilsSNC (sys_id=a1b5e796531232000600e26b88dc3472). This script is read-only.By utilizing the extended Script Include IncidentUtils (sys_id=87e5e796531232000600e26b88dc3478), it is possible to override the function. Example Script Include IncidentUtils - In this sample, canReopenIncident function always returns the false : var IncidentUtils = Class.create(); IncidentUtils.prototype = Object.extendsObject(IncidentUtilsSNC, { initialize: function() { IncidentUtilsSNC.prototype.initialize.call(this); }, /***************Custom changes****************/ canReopenIncident: function(current) { /* if (current.incident_state != IncidentState.RESOLVED || this._isMajorIncident(current)) return false; if (gs.hasRole("itil,sn_incident_write")) return true; if (current.caller_id == gs.getUserID() || current.opened_by == gs.getUserID()) return true; */ return false; }, type: 'IncidentUtils' });.......... After applying the customization, verify that the Reopen button is no longer displayed. Platform UIService Operations WorkspaceService Portal (/sp)Employee Center Portal (/esc) For more information on customizing Script Includes, please refer to the following documentation: Script includes and customization NOTE: This is customization. If any issues arise, please revert the customization.