Reopen an incident in Service Operations Workspace

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Reopen a resolved incident from the incident record in Service Operations Workspace (SOW).

    Before you begin

    An incident must be created and set to Resolved state. For more information, see Create an incident in Service Operations Workspace.

    Role required: itil or sn_incident_write

    About this task

    An agent with incident write (sn_incident_write) access can view and use the Reopen option on the incident record page in SOW to reopen any incident that is assigned to them or other agents. However, on the Portal UI’s such as Service Portal and Employee Service Center (ESC) portal, an agent can only view and use the Reopen option to reopen an incident if they are the caller or Opened by (Requester) end user for that incident.

    Both the caller and the Opened by (Requester) users can view and use the Reopen incident option on the Portal UIs, such as Service Portal and Employee Service Center (ESC) portal to reopen a resolved incident.

    If an incident state is set to Closed, the incident cannot be reopened. However, if you request to reopen the incident by replying to the resolution notification email, a new incident is opened with selected field values that are copied from the closed incident. For more information on reopening an incident, see Reopening an incident.

    Procedure

    1. Open an incident with Resolved state.
    2. Select Reopen.
      A dialog-box opens.
    3. Enter Additional comments (Customer visible).
    4. Select Reopen.

    Result

    A success notification message pop-up appears on the banner. The incident record state is set to In progress.