GUIDE STATUS: Status colour YellowGreen title IN REVIEWPUBLISHED
⚠️ 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.
Change the state from Resolved to any state that represents the current situation.
For guidance as to what state to use, visit Incident States
⚠️ Incidents can only be reopen reopened if they are currently in the Resolved state. A resolved state turns into a Closed state 3 days after declaring Resolvedafter 2 days with no update. 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
. If an issue persists after an incident is closed, open a new ticket and reference the previous ticket that was closed in order to show a recurring issue and create priority.
Update an Incident State
- Navigate to the incident to be updated.
- If the incident State is New, update the Assigned to field. The incident state will automatically update to Active when saved.
- If the State is Active, update the field to reflect the current status of the incident according to the Incident States table.
- Once an issue is resolved, meaning a solution is found and the caller has confirmed the fix, change the State to Resolved. This will make the Additional comments field mandatory, so enter a message detailing the incident resolution. After 2 days, the incident state will automatically change to Closed.
- If the issue persists while the current State is Resolved, change the state back to the appropriate state.
- If the issue persists, but the State is Closed, you cannot reopen that same incident!
- Open a new incident that references the original incident in order to show a recurring issue and give it priority. Check out the Create an Incident guide and write the previous incident number into the description for the new incident.
Update Log
| Updated By | Date | Notes |
|---|---|---|
| Michael Anthony Waara | Approved by Preston Orwig. Available for OIT use. | |
| Michael Anthony Waara | Renamed guide to more accurately reflect contents and detailed changes between each incident state, not just reopening an incident. | |
| Alexander Braxton Awest | In review | |
| Alexander Braxton Awest | Initial Creation and first draft complete. |