Multiple incidents automatically re-opened after being closed?

SandyL83
Tera Guru

‎10-25-2023 08:38 AM

Hello,

I have 5 incidents that were all closed (after they are closed, users can no longer update / reopen), but somehow reopened - seemingly by the system..all 5 incidents were reopened at the same time. I have confirmed the user was not able to do this. I also confirmed that this is not a result of the parent incident being re-opened (it was not)..

Does anyone have any ideas? Thanks in advance!

SandyL83_0-1698248235992.png

 

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Sandeep Rajput
Tera Patron
Tera Patron

‎10-25-2023 09:22 AM - edited ‎10-25-2023 09:23 AM

@SandyL83 From the activity formatter it seems that the incident shown in the picture was reopened by some user with initials DR. Had the state been changed by the system, System would have been shown in place of DR.

 

Hope this helps.

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SandyL83
Tera Guru
In response to Sandeep Rajput

‎10-25-2023 10:50 AM

Thanks Sandeep, the user doesn't have the access to re-open a closed incident (I've confirmed), and they were all re-opened at the same time which leads me to believe somehow it was systematically done. Thanks again.

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Sandeep Rajput
Tera Patron
Tera Patron
In response to SandyL83

‎10-25-2023 10:53 AM

@SandyL83 Question here is why System would impersonate a specific user DR to reopen these incidents.  Please investigate this issue further as it may crop up in future too.

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