How do we stop closed incidents being reopened by the user whlist allowing resolved incidents to be reopened?

Rob C
Kilo Contributor

‎08-07-2018 07:44 AM

We found a comment on the service now documentation that says a user can't reopen a closed incident but can open a new incident which uses the closed incident as source (not sure what that means in practice), by replying to any email about their original incident and using the subject "please reopen". We tried this and instead of opening a new incident and referencing the closed incident (linking?) the original incident state was changed from closed to active.

 

Any help on what we need to change to prevent closed incidents being re-opened?

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Rob C
Kilo Contributor

‎08-08-2018 01:22 AM

Thanks guys for the replies. From your help I have looked at our Inbound Email actions and we are using the Update Incident (BP), but we also have an active inbound action called Reopen Incident and this seems to have the condition that resets the state to active.

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Rob C
Kilo Contributor

‎08-08-2018 01:28 AM

Our Update Incident (BP) also  appears been modified in the past as the comments say it will also reopen closed incidents. How would we revert the OOTB version of Update Incident (BP)? Essentially we only want incidents in resolved state to be re-opened as active. We want closed incidents to be linked or referenced if a caller asks for them to be reopened.

 

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rickseidencdi
Tera Contributor
In response to Rob C

‎08-13-2018 08:56 AM

Rob,  if you are looking at the form for the Inbound Action, and right click on the header, select "Configure > Related Lists".  Find "Versions" in the left hand list, and move it to the right hand list, then click Save.  That will add a Versions list to the form.  You can then find the correct version of that particular Inbound Action, and click on it to view it.  You'll see an option to Revert to that version (I don't remember the exact text of the option).

 

Rick

Rob C
Kilo Contributor

‎08-08-2018 01:55 AM

In the Update Incident (BP) we also have an additional action:

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Michael Fry1
Kilo Patron
In response to Rob C

‎08-08-2018 04:51 AM

You just need 1 Inbound action with type of Reply.

I see the name ...(BP) V1.1, looks like the original was copied and changed but does the original still exist?

If not, copy it from a personal instance to get back to out of the box and then try it with only 1 active.