Reopen an incident as an 'ITIL' user

[Graham18]

Hello All,

Can I ask for some help with 'Re opening' an incident after it has been Resolved then Closed.

I have had a look at my Closed incidents, and the only option I have available is 'Resolve Incident' no option to Reopen under the Admin role.

Whats the best practise way for this to work so a user with the ITIL role can go into a closed Inicdent and reopen if and when needed.

Thanks,

Graham

[kumarg]

Hi,

As a best practices, Closed incidents can be reopened if the user or service desk believes that it needs to be reopened.

[conmic]

This is on the ACL level.

A resolved Incident is still marked "active == true", as soon as the incident_state field changes to "Closed" a business rule is kicked off and sets the Incident "active == false". If an Admin changes the incident_state back to any other value, another business rule is setting the Incident "active" back to "true".

So now on the ACL level you have a security rule that says you can only "Write" to an Incident record if this one is "active == true". So now depending on your needs you need to add a new security rule that works around this.

I suggest that you create a new role and then you create a new security rule that allows users with such role to also update inactive Incidents. In our company we used the out-of-the-box role "itil_admin", which one is now allowed to open inactive Incidents.

Kind regards,

Michel