You might need to reopen a problem instead of creating a new one if the issue reported in the original problem still exists. Another reason for reopening the problem might be that the reported resolution did not resolve the problem, and further work is needed.
To reopen a problem
- Click the Remedyforce Console tab.
- From the View menu, select Problems.
- From the list of problems, select the problem that you want to reopen.
- From the Actions menu, select Reopen.