Hi @Jake Adams ,
In the ITIL framework and general incident management best practices, updating a closed incident is generally discouraged once the incident has been closed and marked as resolved. The closure of an incident signifies that the reported issue has been addressed, and the incident life cycle is considered complete.
However, there might be certain scenarios where updating a closed incident is necessary or justified, such as:
1. **Documentation Correction:** If there is a mistake or incorrect information in the incident record, it may be reasonable to update the record for accurate documentation.
2. **Additional Information:** If additional information becomes available after closure, and it is pertinent to the original incident, it may be added for reference.
3. **Audit and Compliance Requirements:** In some cases, there might be regulatory or compliance requirements that necessitate updates to closed incidents for audit purposes.
4. **Follow-up Actions:** If the incident resolution has led to follow-up actions, updates may be made to document the progress or outcomes of those actions.
While ServiceNow allows updates to records, including closed incidents, organizations often implement access controls and permissions to regulate who can update closed incidents. It's important to exercise caution and adhere to your organization's policies when updating closed incidents to maintain the integrity of the incident management process.
Keep in mind that updates to closed incidents should be done sparingly and with a clear understanding of the impact on historical data and reporting. Organizations may have specific procedures and guidelines in place to handle such situations.
Thanks,
Danish
