Incident has been closed and when User is trying to open closed incident.

[niveditakumari]

Hi, 

Incident has been closed and when User is trying to open closed incident it should tell user please open new incident. 

Can anyone please tell how to achieve that. 

Regards, 

Nivedita 

[swathisarang98]

Hi @niveditakumari ,

could you please tell me how user are reopening incident through changing state or using ui action ?

Please mark this comment as Correct Answer/Helpful if it helped you.

Regards,

Swathi Sarang

[niveditakumari]

Hi @swathisarang98, 

User is trying to open through replying email. 

Regards, 

Nivedita 

[Harish KM · Accepted solution]

Hi @niveditakumari  there are 2 OOB Inbound action you would need to update the condition as specified in below thread

https://www.servicenow.com/community/itom-forum/how-to-stop-reopening-incidents-when-it-is-closed-vi...

[niveditakumari]

Hi @Harish KM, 

Thank you so much. I have gone through attached document and it is helpful. 

Regards, 

Nivedita