Reopening closed or resolved incident requests

You can manually reopen an incident request that is either in Resolved or Closed status. Additionally, based on the alarm status, the incident requests automatically move from Resolved or Closed status to Assigned status.

Related topics

Creating-an-incident-ticket


Before you begin

You must have the Incident Master permissions to manually reopen a resolved or closed incident. For more information, see Roles-and-permissions.


To reopen a resolved incident request

  1. Open an incident that is in Resolved status.
  2. Change the status to the required status.
  3. Click Save.

Important

If the alarm that is attached to the resolved incident that is in Cleared status is opened again through REST API, then the incident automatically moves to the In Progress status.


To reopen a closed incident request

  1. Open an incident that is in Closed status.
  2. Click Reopen.
  3. Click Save.

Important

If the alarm that is attached to the closed incident that is in Cleared status is opened again through REST API, then the incident automatically moves to the In Progress status.

 

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