How to re-open a closed Problem

[SeanM1]

Hi all,

My Problem Manager has incorrectly closed a problem and has asked me (admin) to re-open it. I thought with the admin role that I would be able to do it but this is not the case.

After searching the wiki I found plenty of information about re-opening incidents and a forum topic asking about re-opening a change.

The responses to "How to re-open a change" leads me to believe that there isn't an easy way to re-open a problem in closed status.

If someone could confirm this for me either way it would be greatly appreciated.

Regards

[Mark Stanger · Accepted solution]

There's nothing preventing the re-opening of a problem record in the default ServiceNow setup. You've likely got an ACL set up on the problem table that's preventing it. Check out the 'write' ACLs on the problem table and the state field.

[SeanM1]

Hi Mark,

Thank you for your response, I appreciate you taking the time out of your day to assist me. I have added your information to my in-house wiki.

I was also told of another way to re-open problems & changes that have been closed incorrectly. It is simply to create a new workflow from the closed status to the desired status. I found this very quick and easy to do and once the desire status was achieved I deleted the workflow.

[SeanM1]

Hi Mark,

Thank you for your response, I appreciate you taking the time out of your day to assist me. I have added your information to my in-house wiki.

I was also told of another way to re-open problems & changes that have been closed incorrectly. It is simply to create a new workflow from the closed status to the desired status. I found this very quick and easy to do and once the desire status was achieved I deleted the workflow.