Phased rollout This documentation supports the 21.05 version of BMC Helix ITSM: Service Desk. To view an earlier 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.

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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