How to reopen a closed cancelled incident ticket

[Arun Prakash A1]

How to reopen a closed cancelled incident ticket

[sachin_namjoshi]

If the incident is already closed and you request to reopen the incident by replying to the resolution notification email, a new incident is opened with selected field values from the closed incident. The values of the fields that you mention in the List of fields (comma-separated) to copy from the original incident when an incident is reopened by email property (com.snc.incident.clone_fields_on_reopen) are copied from the closed incident to the new incident. Add the text Please reopen to the subject line of the email.

Regards,

Sachin

[Arun Prakash A1]

we need the same incident to be reopened and not new incident with different number.

[sachin_namjoshi]

You can configure UI action on incident table to reopen closed incident.

Also, Please check the ACl incident.incident_state which allows the write if the incident state is not 7 which is the value for closed. That is the one that stops the incident from writing.

Regards,

Sachin