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‎07-07-2025 04:04 AM
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‎07-07-2025 04:08 AM
Yes, we can reopen a resolved incident in ServiceNow. By default, when an incident is in the "Resolved" state, users (usually the caller or support agents) can update it or mark it as "Reopened" if the issue is not actually fixed. This can be done using a UI Action (like a "Reopen" button) or through a business rule that changes the state back to "In Progress" or "New" when certain conditions are met—such as adding a comment after resolution. The exact behavior may vary depending on how your instance is configured.
please mark my answer helpful if I answered your question correctly and accept my solution
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‎07-07-2025 04:08 AM
Hi @sheikhurain
Yes, a resolved incident can be reopened or moved to 'In Progress', but a closed incident cannot. Moving from 'Resolved' to 'In Progress' is supported as part of the out-of-the-box functionality.
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.
Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]
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‎07-07-2025 04:14 AM
Hi @sheikhurain
is anything wrong with my answer?
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.
Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]
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‎07-07-2025 04:08 AM
Yes, we can reopen a resolved incident in ServiceNow. By default, when an incident is in the "Resolved" state, users (usually the caller or support agents) can update it or mark it as "Reopened" if the issue is not actually fixed. This can be done using a UI Action (like a "Reopen" button) or through a business rule that changes the state back to "In Progress" or "New" when certain conditions are met—such as adding a comment after resolution. The exact behavior may vary depending on how your instance is configured.
please mark my answer helpful if I answered your question correctly and accept my solution
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‎07-07-2025 05:11 AM
Hi @sheikhurain ,
Yes, Resolved incident can be re-opened as explained above.
Regards,
Mohammad Danish
