This documentation supports the 18.08 version of Service Desk.

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

Reopening a closed or resolved incident request

Use the following procedure when you want to reopen a resolved or a closed incident request.  

Note

To reopen a closed incident request, you must have support group lead or support group manager permissions. People with these permissions can also modify a closed incident request if they are the support group lead or support group manager of the Incident Owner group. Someone with incident master permissions can modify any closed incident request.

To reopen a closed incident

  1. Open a closed incident.
  2. From the Navigation pane, select Functions > Re-open incident.
    A new Incident Request form appears with a new incident number. The basic details from the closed incident are copied to it and a relationship is created between the new and closed incident request.

    Note

    The Re-open option is only enabled under Functions when the status of the selected record is Closed.

  3. On the new Incident Request form, click Save.

To reopen a resolved incident

Anyone with Incident Master permissions, or anyone with Incident User permissions belonging to the Incident Assigned group or the Incident Owner group can use the Reopen Incident function to reopen a resolved incident request.

  1. Open the resolved incident.
  2. On the process flow bar, click the arrow on the Incident Closure stage and select Reopen from the menu.
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