This documentation supports the 20.15.01 version of BMC Remedyforce.

To view the latest version, select the version from the Product version menu.

Reopening incidents or service requests

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.

To reopen an incident or a service request

  1. Click the Remedyforce Console tab.
  2. From the View menu, select Incidents/Service Requests.
  3. From the list of incidents or service requests, select the record 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 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.

Related topics

Configuring fields on the Close form

Configuring workflows

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