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.

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