Can a rule reopen a closed incident?
Filed under:
Helpdesk Solution
Submitted by Admin on 12 July, 2006 - 01:02
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
(6 votes)
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).