How to re-open closed Incidnets and Problems

[ClayS]

Hello community,

I'd like to know how to re-open closed Incidents and Problems when we close them by mistake.
If you know the OOTB solutions, it's ideal for me.

Thank you.

[Deepak Shaerma · Accepted solution]

Hello @ClayS ,

Out of the box, ServiceNow generally does not permit the reopening of closed Incidents or Problems by simply changing their status back to a previous state, as the closed state is considered as final stage.

Furthermore, reopening closed incidents is not considered best practice; however, in exceptional circumstances, it may be possible to do so through Fix Scripts or specific UI Actions.

If this information proves useful, kindly mark it as helpful or accepted solution.

Best regards,
Deepak Sharma

[Bhavya11]

Hi @ClayS ,

It's not good thing to reopen closed Incidents, however simplest way to reopen Incident is through UI action, you can create UI action 'Reopen Closed Incident' and write simple code to change state value to work in progress. That's should be simple.

However as I said In begining it's not good to reopen closed incidents as it may mess up process like SLAs etc. What you can suggest there is already a functionality which is available OOB to reopen Incidents through UI action. What you can do is to keep incident state in Resolved for few days like 5 to 10 days then move state to Closed automatically through property or Scheduled job.

Remember not everything should be implemented, it is always better to practice what Servicenow recommends.

As you know already it is not the best practice but if you still need to open the incidents which are closed.

Script: Below script you can use in background script to open closed incident's

 

var incGr=new GlideRecord('incident');
incGr.addEncodedQuery('state=7');//give copied query here you can apply filters as per your requirement
incGr.query();
while(incGr.next()){
incGr.state='2'; //state value for Inprogress. Give your state value
incGr.close_code='';
incGr.close_notes='';
incGr.closed_at='';
incGr.closed_by ='';
incGr.setWorkflow(false);
incGr.update();
}

please apply same problem.

Thanks,

BK