This documentation supports the 9.0 version of Service Request Management.

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

Reopening requests

When the fulfillment provider successfully finishes the request fulfillment process, the request automatically reaches the Completed status. If your request has been completed (or rejected) but the service is incomplete, you can reopen it from the Request Entry console. You can also reopen a request from a survey. (For more information, see Submitting a request survey.)

You cannot reopen a request after it reaches the Closed status. Requests with a status of Completed are automatically closed after 15 days.

Note

When you reopen a request, the original request is reopened in the fulfillment application if possible, or a work order is created, depending on how your administrator configured your system.

If you are reopening a request that was rejected during an approval process, the request status changes to Draft. If you are reopening a completed request, or a request that was rejected by a fulfillment application worker, the request status changes to Initiated or In Progress, depending on the status of the fulfillment request.

To reopen a request

  1. From the Show field on the Request Entry console, select Closed Requests.

    Tip

    For a more narrowly defined search, select Recently Closed Requests or Requests Closed Since Last Login.

  2. Select a request that has been rejected or completed.
  3. Click Reopen and then click Yes .
  4. On the Request Work Info form, add summary information, notes, and attachments as needed.
  5. Click Save.
  6. From the Show field, select All Open Requests, or click Open Requests in the left navigation pane.
  7. If your original request was rejected, select the reopened request, and click Complete Request.
  8. On the Provide Information screen, enter the required information, and click Submit.
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Comments

  1. Vishnuprasad Kottapally

    This does not seem to be working for work orders/incidents 

    When work order is completed and if SRD is set to reopen the fulfillment app then it should reopen the WO same is the case with Incident when it is in resolved status.

    However when I tried doing this we get an error 

    You do not have permission to move to the status of "In Progress". Enter a valid Status in the Status field. (ARERR 1291115)

     

    Offlined the entry "WOI:StatusRelationships" from completed to In Progress , still it does not work ,but it lets you move from completed to In Progress on the work order directly

    is this a defect?

    Regards,

    Vishnu

     

    Dec 16, 2015 10:40
    1. Catherine Siderine

      Thanks for your question, Vishnu.

      The Customer Support team can help you with this issue. To contact Customer Support, click here.

      Regards,

      Cathy

       

      Dec 16, 2015 11:43
  2. Balaji Kumbhar

    I have concern here..

    If SD agents close  the INC (Status = Closed) then also end user has reopen link on his request entry form.

    Once user reopen his request new work order is getting generated instead of fulfilment.

    On SRD we have configured to reopen fulfilment application.

     

    I request you to please provide more details about the above concerns.

    Jan 24, 2017 01:33
    1. Anagha Deshpande

      Hello Balaji,

      I will discuss this with SME and will write back to you.

      Regards,

      Anagha 

      Jan 31, 2017 11:29
      1. Anagha Deshpande

        Hello Balaji,

        The Service Request Management Customer Support team can help you with this issue. To contact customer support click here.

        Regards,

        Anagha

         

        Feb 03, 2017 03:39
  3. Mir Ali

    Dears,

    I need to reopen the rejected service request, but reopen tab is greyed our.

    does it require any permission to reopen


    Regards,

    Mir

    Nov 08, 2017 12:02
    1. Mokshada Shivarekar

      Hi Mir,

      Thank you for your comment. I will confirm with the SME and write back to you.

      Regards,

      Mokshada

      Nov 08, 2017 11:45
    1. Mokshada Shivarekar

      Hi Mir,

      SME confirmed that if you have permissions for any of the functional defined in User permissions you can reopen a request. 

      You can check with your administrator for these permissions.

      However, if you are still unable to reopen the request please raise a ticket with BMC Support team.

      Thanks,

      Mokshada

      Jan 03, 2018 04:07