Reopen incident ticket

[kathymorris]

Hi,

How do you open an incident ticket after it is resolved?

thanks

Kathy

[kristenankeny]

This will depend upon the configuration of your instance. There are a few things that could be done:

The end user on the incident should have access to the out of box UI Action "Reopen Incident".

If you have not locked the state field on the form, someone with ITIL could change the state field from Resolved to another state.

If someone has list edit access on incidents, they could change the state from there.

You can create a way for users to reply and reopen their incidents. In our instance, in the final resolve email we tell them they can reply "reopen". Then we have an inbound email action that, if it finds "reopen" for a resolved incident, it will change the state back to new so that it appears in the assignment group's queue again.

[DilipKumar DJ]

Hi Kathy,

There is a button " Reopen Incident" which can be used. For enabling it for all goto UI Actions and search for "Reopen Incident" . Change the condition accordingly.( If you remove && !gs.getUser().hasRoles() then it will be visible for all.)

[kathymorris]

Hi,

I do see this UI policy is already active in our environment.

The problem was the System properties was set to close the ticket in 1 day, so the ticket is in the closed state.

However the "Reopen Incident" link or button is not displaying for even me, and I am the administrator.

How can I set it so the users can select the reopen button. I changed the system property to 3 days for tickets to move from resolved to closed.

Is there a plug that needs to be installed?

Thanks!

Kathy

[Michael Fry1]

The UI Action Reopen Incident is for users without roles - !gs.getUser().hasRoles() - or self service users.

I'd suggest you make a copy of that UI action and change the roles condition to something like - gs.hasRole("itil")