Should the incident be reopened or a new one logged

If a closed Incident is reopened, it is important to record the reason and adjust the workload values assigned if further work is required.

Should a service request be reopened or a new one logged

In addition, reopening a request may also breach the SLA depending on the ITSM tool used (See Should the incident be reopened or a new one logged for further ...

Reopening tickets for same issue : r/ITIL - Reddit

If the same incident comes back a new incident record is registered. This will help you in reporting accurately on incident handling times, a ...

5 reason why you should not reopen your IT incidents - Medium

Just do not reopen an incident, create a new one. Here are the reasons why. The IT specialist may fail to notice that there is a link to other ...

Any Incident should be reopen-able by the caller i... - ServiceNow

In the base system, Incident Management automatically closes incidents 1 day after they have been resolved if no updates are made to the ...

Reopen a closed incident - Discussion - BMC Community

referring to itsm 7.1; re-opening of a closed Incident is not possible as far as I know (only resolved Incidents can be re-opened). As a workaround, you can to ...

Incident should automatically closed after creating problem ticket ...

Typically, you would want your Analysts to be making a decision "Yes, this Incident is resolved by this known Problem. Close." And not "I'll log ...

How to Update an Incident That Reached Its End Status and Is Now ...

1. - You can either reopen the Incident, which will move the Incident to a read/write status, making it available for updating again.

Reopening an incident - ServiceNow

Reopen an incident from the resolution notification email or from the incident to get answer for your query.

Re-opening Resolved Incidents - Statuspage - Atlassian Community

We have made this by design to not allow an incident to be updated after it has been resolved. The reason for this has to do with transparency ...

How can user identify a change or an incident request has been ...

Incident Management gives you the feasibility to reopen the Incident (Functions > Re-open Incident) by creating a New related Incident request to this parent ...

Reopen a Closed Incident - Resolver Knowledge Base

Log into a user account that's been added to the Incident Owner or Incident Supervisor user group. · Click the dropdown in the nav bar > Incident ...

ServiceNow Incident Creation Reopens Ticket - Forum - THWACK

When incident will be in "Closing state" it will not update the old one but create new one. Lada. Cancel. Vote Up +2 Vote Down ...

XSOAR Trigger off reopen incident / close incident - LIVEcommunity

Solved: Onboarding to a new company. No post processing on incident ... Will post processing log out to war room; I was hoping i could see ...

Incident Management: Processes, Best Practices & Tools - Atlassian

Every incident must be prioritized. Start by assessing its impact on the business, the number of people who will be impacted, any applicable SLAs, as well as ...

Reopen Incident | IBM QRadar SOAR - IBM Community

Now when a customer attempts to reopen an incident the rule will fire, if the ID they are logged on with is not in the right group, they'll get ...

New Incident created when replying to an already closed Incident.

But I think you are asking for trouble. Users will try and re-open an incident from 2 years ago, because the issue appears to re-occur, but the ...

Reopen a Closed Incident - Resolver Knowledge Base

Incident supervisors can reopen closed incidents to edit or delete them. To reopen a closed incident: Log into a user account that's been added ...

Hub Topic: Keep incident opened till closed - New Relic Forum

If the condition detects that the incidents are all recovered, they will close them automatically, and after them, the issue will be closed. If you send me the ...

Incidents - PagerDuty Knowledge Base

Triggered: An active service (i.e., someone is on call and the service is not disabled or in maintenance mode) will trigger an incident when it receives an ...