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LAST UPDATED: 10/9/2019 by Alexander Braxton Awest
⚠️ 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.
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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. |