Reopening of a Service Request !!

[srath]

Hi there...

Have any one implemented reopening of service request in tool??
If so could you please share the approach.

Thanks in Advance

Sitarani

[vinothkumar]

Hi,

We have created UI action that will be visible only for the requestor and that will be visible when the state of the request is resolved.   If the requestor wants to reopen the ticket, the user can reopen by clicking that UI action.

[srath]

Hi Vinoth,

Thanks for your reply

On reopening workflow and all task activities has to be rolled back..how have you implemented that could you share please?

[vinothkumar]

Hi Sitarani,

We have implemented this Reopen only for some service catalog and you can achieve this by setting some condition in the workflow. by default you have to set some values. while clicking on that reopen button it will change th

[vinothkumar]

After that you need to add a wait for condition...once the condition met, include the roll back activity in the workflow and point into begin activity of the workflow.

[PN]

Would like to follow up on this ticket even though it is 7 years old. How can I add an option to reopen a request if it is within 7 days set to resolved?