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Can we reopen a Closed incident ?

shaik_irfan
Tera Guru

‎08-23-2017 05:55 AM

Can we reopen a Closed incident ?

If yes can anyone help me on this

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16 REPLIES 16

Ramon Espinosa
Tera Contributor

3 weeks ago

I know this is an old thread, but we have done this without reopening the entire Incident. We did this by updating the ACL's on the fields allowed us to edit certain fields when an Incident is closed, so it doesn't affect the reopen count. We allowed only certain roles this ability to help clean up Incidents for more accurate reporting.

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Julie Yapaudjia
Tera Contributor
In response to Ramon Espinosa

3 weeks ago

Hi Ramon,

Could you tell us which fields you allow to be modified once the ticket is closed? How do you manage the associated reports/indicators and automatic calculations (SLAs)?

Thanks

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