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Can a rule reopen a closed incident?

Admin's picture
Admin
July 12th, 2006
Filed under: ,

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

0 votes
CraigM's picture
CraigM
3 years 19 weeks ago

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).

0 votes
riva11's picture
riva11
2 years 47 weeks ago

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).

0 votes