Workflow for Reopened incidents

[Soren_Bjorn_And]

Hi all.

I am seeking some inspiration from the community:

How do you handle the workflow when an end user reopens an Incident? 

We currently just set in back to  Work in Progress assigned to the assignee already on the Incident.

However, this causes confusion as that assignee might be away on holiday etc. 

We could set it to Work In Progress without an assignee, but the Incident is not really WIP until someone works on it,

We could also set the state to New, but its not really a new ticket.

I am missing a Reopened state, but I am hesitant to change the OOTB states etc since this can impact quite a few flows, ACL´s etc.

So how are the rest of you handling Reopened incidents?

Thank you in advance for any inspiration!

[Dr Atul G- LNG]

Hi @Soren_Bjorn_And 

I might have technical answer but here are my thoughts

How do you handle the workflow when an end user reopens an Incident? 

Atul: OOTB, when a user reject the solution or reopen incident it goes back in WIP.

We currently just set in back to  Work in Progress assigned to the assignee already on the Incident.

However, this causes confusion as that assignee might be away on holiday etc. 

We could set it to Work In Progress without an assignee, but the Incident is not really WIP until someone works on it,

Atul: I can understand you need reopen state but practically it is not a good use case , the reason begin the work is done on incident but it was not accepted by end user , and if assigned back to Group , a group will get email, it is not a possible case that the whole group on leave at same point.

We could also set the state to New, but its not really a new ticket.

Atul: No, dont do this mate, the reason it will directly impact on SLA, you will able to se the actual effort spend in incident, Follow OOTB way that is best and as per standards.

I am missing a Reopened state, but I am hesitant to change the OOTB states etc since this can impact quite a few flows, ACL´s etc.

Atul: True, and it will be pure customization.

So how are the rest of you handling Reopened incidents?

Thank you in advance for any inspiration!