Automatically reopen an Incident if the same issue is reported within 7 days

[anupriya887]

Can we automatically reopen an Incident if the same issue is reported within 7 days of closure instead of creating a new Incident? What would be the best approach?

[brianlan25]

You would open a new incident. I'm note sure it would be easy to determine if it is the same issue. If you have a question like this sounds like you have a bunch of problem that you need to work on thought problem management to find the root cause and put in a permanent fix.

[Bhargavi Patel]

Hi @anupriya887 

Yes, this can be achieved. The best approach is to create a Before Insert Business Rule on the Incident table that checks whether a similar Incident exists for the same user within the last 7 days and is in a closed state.

If a matching Incident is found:

• Update the existing Incident state to Reopened/In Progress.

• Add the new details (comments/work notes) to the existing Incident.

• Prevent the creation of a duplicate Incident using setAbortAction(true).

Alternatively, this can be implemented using Flow Designer if the logic is simple, but a Business Rule is preferred for duplicate prevention during record creation.

Please Accept the solution if it assisted you with your question & Mark this response as Helpful.

[Nishant8]

Hello @anupriya887 , In my view, there are a couple of things to take care of

1.  How will you determine which incident was originally opened for this issue? For example, will it be based on a Category and Subcategory combination, or will other fields be used?

2. If you know the answer to point 1, you can then modify your script to look for the existing incident and reopen it.

Regards,

Nishant