Reopen an incident

Applies to User Roles:

Service Desk Agent

If a user who is not satisfied with the solution provided for a previously registered interaction contacts you, you can reopen the incident record to address the user's concerns.

Note You cannot reopen an incident record if more than two weeks have passed since you notified the user of the solution. In this situation, create a new interaction record.

To reopen an incident, follow these steps:

  1. Click Service Desk > Search Interactions.
  2. Use search or advanced search to find one or more records.
  3. Double-click the interaction record to open it.
  4. Open the Related Records section, locate the incident, and then double-click the incident record ID to open it.
  5. Click Reopen, and then click Save.

Related topics

What is a Service Desk interaction?
Affected CI field in Service Desk
Notify By field
Working with Service Desk interaction records
Associating a Service Desk interaction with another application record
More Actions menu
Example: Search for a record

Register an incident
Register a complaint
Register a request for change
Register a request for information
Register a service catalog request