GUIDE STATUS: Status colour Yellow title IN REVIEW
⚠️ OIT strongly advises against reopening tickets for when a solution was found and the problem was (temporarily) solved. Opening new tickets for a recurring issue creates priority. Priority in the sense that an issue keeps reoccurring despite "fixes", and needs to have more resources to find a proper solution.
⚠️ Incidents can only be reopen if they are in the Resolved state. A resolved state turns into a Closed state 3 days after declaring Resolved. A closed state makes that ticket permanently closed with no possibility of reopening it.
- Input into the filter navigator, "Resolved"
- Search for the ticket you want to reopen using the "Go to" search.
For a glossary on search options available, visit [ENTER PAGE URL HERE] - Open the ticket by clicking on it's number/ID
- Change the state from Resolved to any state that represents the current situation.
For guidance as to what state to use, visit Incident States
Update Log
| Updated By | Date | Notes |
|---|---|---|
| Michael Anthony Waara | Renamed guide to more accurately reflect contents. | |
| Alexander Braxton Awest | In review | |
| Alexander Braxton Awest | Initial Creation and first draft complete. |