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10-01-2025 08:32 AM
Hello,
In our organization, when an incident is resolved, it will automatically move to "Closed" after 10 days.
One of the requests we've received is to be able to modify certain fields once the incident is closed, as it may have been incorrectly classified. This is something we currently don't allow.
So the data is extracted from ServiceNow and injected into another tool where the fields can be reclassified to then produce reports.
The data that we want to be editable once the ticket is closed (non-exhaustive list):
- Creation date
- Cause
- Category
- Service
- Resolution date and time
- SLA compliance indicator (OK or KO)
- Priority
Are there any companies among you that have authorized these actions? How did you implement it, and what challenges did you encounter?
Do you have any advice or best practices to share with us? I'd also appreciate ServiceNow's opinion on this matter.
Thanks in advance!
Solved! Go to Solution.
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10-01-2025 08:43 AM
Though this is technically possible ( need to change ACL) but not recommended.
This can cause serious Audit / data correction issues and not recommended for a mature organization.
Example: An incident has been closed for a category/sub category combination, if category / subcategory is changed after closing, the resolution, assignment group will not match the cat/subcat value. This is a data correctness issue.
Another example, suppose an incident has been closed as P1 and then it is changed to P3, After few days again similar type if P1 is raised the team who resolved it earlier may again look into closed incidents (for resolution) and find it as P3 and lower the priority of current incident.
There are multiple drawbacks to this.
Please mark the answer correct/helpful accordingly.
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a month ago
@Julie Yapaudjia Did this answer your query?
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a month ago
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a month ago
@Julie Yapaudjia Glad that helped
