Reopening of security incident

[Sarfaraj Sayyad]

Hi,
Our team is looking for an option to reopen a Security Incident which is in closed state. Currently once you close the Security incident you cant reopen or edit any fields.

Basically team is looking for an option to edit fields on a security incident after closure with exception of number/date opened/state.

Here are few options we could think of
Option 1: Ability to Re-open Security Incident
Action: Any recommendation on how to do ? or cons?

Option 2: Introducing new (Resolve) state (in-between Review and Closed)
Problem: Introducing new state may impact security incident lifecycle and I think it’s not recommended by ServiceNow too.

Any thoughts?
Regards,
Sarfaraj

[Chris McDevitt]

Hi,

Do not add a new State.

🙂

Lots of questions, like.... how often and why is this happening? Why is this required?

Here is what you could do (High friction on purpose):

• Create a Request that requires manager approval to reopen a security incident.

Or

• Grant this ability to a manager who can reopen SIR when required by their team

[Sarfaraj Sayyad]

Hi Chris,

Thanks for the reply.

Could you please advice how to give ability to reopen a security incident? We don't see any OOTB way.

ITSM does has UI action to re-open Incident but I don't see similar for Security incident.

Any example would be much appreciated.

[Chris McDevitt]

Create a new UI Action. Here is a STARTER Script Include to power it.

Test, test, test and retest to ensure it work for YOUR orgs process.

var SIRUTILS = Class.create();
SIRUTILS.prototype = {
initialize: function() {},

canReopenSIR: function( /*GlideRecord*/ incident) {
/*
Call this in UI Action Condition:
new sn_si.SIRUTILS().canReopenSIR(current)
*/
var hasRole = gs.hasRole('itil'); //pick a better role
var curState = incident.state; //Closed is 3 and draft is 10

//Add any additional test to see if the button should be visible
if (hasRole && (curState == 3)) {
return true;
}else{

return false;

}

},
reopenSIR: function( /*GlideRecord*/ incident) {
/*
Call this is your UI Action Script:
new sn_si.SIRUTILS().reopenSIR(current);
action.setRedirectURL(current);
*/
//Set the field that are important to your process!!!!
incident.state = 10; // Draft or what ever State you want
incident.substate = "";
incident.closed_by = "";
incident.closed_at = "";
incident.active = true;
incident.work_notes = "Reopened by " + gs.getUserDisplayName();
incident.update();
},

type: 'SIRUTILS'
};

[s_43]

@Sarfaraj Sayyad - Were you able to reopen the Security incident ticket?