This documentation supports the 20.19.02 version of BMC Helix Remedyforce.

To view the latest or an earlier version, select the version from the Product version menu.

Reopening service requests

You might need to reopen a service request instead of creating a new one if a client continues to face the issue reported in the original service request. Another reason for reopening the service request might be that the reported resolution did not resolve the service request, and further work is needed.

To reopen a service request

  1. Click the Remedyforce Console tab.
  2. From the View menu, select Service Requests.
  3. From the list of service requests, select the service request that you want to reopen.
  4. 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 service request when you reopen the service request. For a custom Service Request form, if you select a lead as the client of the service request, no email message is sent.

Related topics

Configuring fields on the Close form 

Configuring workflows

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