Hi Suggy,

It's not recommended to Re-open a closed incident at all. Ideally the only reason why you should change a closed incident would be if the Report-able data on that incident is deemed to be factually incorrect - For instance, what if the Close Code you put was later actually deemed to be wrong.

There's an Inbound Action called 'Update Incident (BP)' which handles the reopening of the ticket, that you're referring to. It utilizes a 'reopen()' function for an object of type Incident. You could add to that condition to add other keyword for creating new incidents which refer to the originally closed INC.

I believe if you check the 'stop processing' select box on this action, it will only reopen the ticket. If this isn't selected, the 'Create Incident' IA will also run as the order is the same OOTB.

Also, go through this thread :https://community.servicenow.com/community?id=community_question&sys_id=7c480baddb1cdbc01dcaf3231f96...

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep