RITM opened even after it state changed to closed

[tulasi8]

Hi Community,

For one of the RITMs, the ticket was closed by the assigned user, after which all fields became grayed out. Even after the ticket was reopened. How can we check who reopened the ticket. 

@Ankur Bawiskar 

Regards,

Tulasi. 

[Tanushree Maiti]

Hi @tulasi8 

Use the Form Audit History 

• Open the RITM ticket in the native ServiceNow platform view.
• Right-click the form header (the gray bar at the top) and select  History > List.
• Check Updated By , updated, User ID 

[tulasi8]

@Tanushree Maiti we don't have history>list in the form header we only have calendar .

[Tanushree Maiti]

Hi @tulasi8 

In that case ,

• Open the RITM ticket in the native ServiceNow platform view.
• Right-click the form header (the gray bar at the top) and select  History > Calendar
• Set  Highlight changes to field as State
• Check Updated By , updated

[PoonkodiS]

@tulasi8 

go to the corresponding ritm and check the history list,you can see the audit history