Best practice on making changes to closed incidents?

Suggy
Giga Sage

‎08-08-2022 11:43 PM

OOTB, non-admins cannot make any changes to closed incidents, but Admin can do.

1. Does ITIL say not make updates to closed incidents? (I couldnt find any ITIL references)

2. If suppose we make updates to closed incidents, will there be any impact to existing system (considering OOTB instance)?

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Arav
Tera Guru
Tera Guru

‎08-08-2022 11:50 PM

Hi,

Best practice is to stay OOB and so leave closed incidents as-is if you can.

Having said that, I have seen teams that have opened up specific fields like Close notes, Problem etc. to retain the ability to update them even after closure.

But what you may not want to do is open up fields like State, Priority etc., which may interfere with system based calculations.

Thanks,

Arav

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Community Alums
Not applicable

‎08-08-2022 11:51 PM

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