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.

The Resolution note field is preserved when you revert an incident from Resolved to a prior status, provided it contains resolution-specific information. However, if you remove the resolution-specific information from the Resolution note field while reverting the incident to a prior status, the field is removed.

To move a resolved incident request to In Progress

1. Open a resolved incident in Mid Tier.
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.