You might need to reopen an incident instead of creating a new one if a client continues to face the issue reported in the original incident. Another reason for reopening the incident might be that the reported resolution did not resolve the incident, and further work is needed.
- Click the Remedyforce Console tab.
- From the View menu, select Incidents.
- From the list of incidents, select the record that you want to reopen.
- From the Actions menu, select Reopen.
If the system administrator has activated the Notify the client when a task is reopened workflow, an email message is sent to the client of the incident when you reopen the incident. For a custom Incident form, if you select a lead as the client of the incident, no email message is sent.