Can a rule reopen a closed incident?
Updated: 11 Mar 2009 | 2 comments
Q:
I want an incident rule to reopen a closed incident when the user with a closed incident replies to an email message generated by Helpdesk. Is this possible?
A:
Try this incident rule:
Name: Reopen incident
Comment:
Set these properties: Set "Status" to "Open"
When: Every time incident is saved
And: When ALL of these are TRUE
"Status" is equal to "Closed"
"Comment" changes and contains "Received in mailbox"
When ALL of these are FALSE
"Status" changes
<end>
<end>
Status: Active
Is terminal: Yes
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Comments
You may want to think twice
You may want to think twice about this. It could become an issue with reports measuring ticket close rates if you get a lot of tickets being reopened.
I usually try to keep the ticket as resolved for a period of time to ensure it truely can be closed (and locked).
Usually for SOX needs I
Usually for SOX needs I wait some time for a user reply, after I assume that this incident is resolved (no negative feedback).
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