Is i normal to NOT reopen resolved incidents

[KirstenJ]

Hi

We are discussing what is the normal use when a comment is added to a Resolved incident.

we have an integration between 2 Service Now systems.

System A: Allows comments in resolved incidents without automatically changing status to In Progress.

System B: When ever a comment is sent to a resolved incident status automatically is set to In Progress.

This causes incidents to have different statuses in the 2 systems if a comment has been made when status is "Resolved".

But what is the "normal" use - A or B?

Thank you in advance

BR

[Kieran Anson]

System A is using the the default platform behaviour. Adding a comment to a resolved incident won't auto re-open it. This is intentional, but a point of frustration for customers. 

Pros: 

• Incidents don't re-open when a customer "thanks" the agent 
• Incidents don't re-open for email replies, useful for auto-replies / OOO
• It requires an active decision from the user

Cons

• Confusing user experience if not highlighted on the portal / via a response email 

[Tanushree Maiti]

Hi @KirstenJ 

In ServiceNow, System B is the standard, OOB practice.

When a customer or agent adds a comment to a Resolved incident, the system automatically changes the state to In Progress or Reopened.

Refer : https://www.servicenow.com/community/developer-forum/can-we-reopen-a-resolved-incident-in-servicenow...