Can we reopen a Closed incident ?

[shaik_irfan]

Can we reopen a Closed incident ?

If yes can anyone help me on this

[shaik_irfan]

Dave,

In our company we have a rule set like once the incident is Resolved after 7 business days incident get auto-close and State field is set to mandatory even for Admin,

Now we have a requirement where incident gets closed after 7 business still the caller can reopen the incident by clicking the link ???

[Raju Koyagura]

There is already a OOB UI Action called "Reopen Incident" existing   and this should only visible to end users (no role users) and state should be resolved.

[jhahn]

Hi Shaik,

At my last company we used a UI Action to create a new incident based off of the closed one. It would copy over the short description, caller, etc.

I think this is an overview of what we did, but there a ton of different threads on this it looks like: Add ability to reopen incident ticket on Service Portal

Good luck!

[shaik_irfan]

I am able to create a new incident but I want to open a same closed incident just like the mechanism which we follow OOB for Resolved incident by clicking on the link

[paw2]

Hi jhahn,

I like the idea of creating a new incident and copying over those fields. 

Would you share the UI Action?

Thank you,

Patricia