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Endpoint Management Community Blog

Reopening a ServiceDesk 7.1 Incident

Created: 05 Oct 2011
InsentraCameronM's picture
+9 9 Votes
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Here are the steps to reopen a closed incident ticket in ServiceDesk 7.1:

  1. Open the ServiceDesk portal.
  2. Click on the Tickets tab.
  3. In the My Open Tickets webpart, find the closed ticket that you want to reopen and click on the ID, ie IM-000021.
  4. When the ticket’s process view page opens, on the right hand side of the page under Other Actions, click on Reopen.
  5. On the Reopen Incident Confirmation page, under Reason for Reopening, type a reason for reopening the ticket and click on the Reopen button.
  6. Review the text and then click close.
  7. Work the new ticket that is generated.

Note: The reopened incident will have the same title but a new ID.