This documentation supports the 9.1 version of Service Desk.

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

Moving a resolved incident request back to In Progress

If the recorded resolution did not resolve the incident, you can restore the incident request record to the In Progress status. This also moves the incident back to the Resolution and Recovery stage in the incident request lifecycle.

Use the following procedure to move an incident request record with a status of Resolved back to the In Progress status. You do this if the reported resolution did not resolve the incident request, and further work is needed.

To move a resolved incident request to In Progress

  1. Open a resolved incident.
  2. In the Status field, select In Progress.
  3. Click Save.

The incident moves back to the Resolution and Recovery stage, and the status changes from Resolved to In Progress.

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