Can we reopen a Closed incident ?
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‎08-23-2017 05:55 AM
Can we reopen a Closed incident ?
If yes can anyone help me on this
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‎08-23-2017 06:00 AM
you can reopen a closed incident within 5 days after it was closed. After that it is auto hard closed
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‎01-30-2018 01:48 AM
can you please let me know how u have applied this condition for not allowing incident to reopen if it is resolved for more than 5 days. where u have written this script. We are also having inbound email action to reopen incident.
Thanks,
Sapna
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‎01-30-2018 03:07 AM
It's service now's OOTB functionality to auto close incidents after 5 days which is controlled by system properties and br's mentioned by dennis in his comments.
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‎08-23-2017 06:02 AM
It depends on the rules you have set up. As an admin you should be able to reopen at any time just by changing to in progress.
On my companies instance we set the ticket to resolved and it is auto-closed 48 hours later unless the customer rejects the resolution. Only admin users are able to reopen Incidents once they are closed.
