Update an Incident State

GUIDE STATUS: PUBLISHED 

⚠️ Incidents can only be reopened if they are currently in the Resolved state. A resolved state turns into a Closed state after 2 days with no update. A closed state makes that ticket permanently closed with no possibility of reopening it. 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

1. Navigate to the incident to be updated.
   
   
   
   
2. If the incident State is New, update the Assigned to field. The incident state will automatically update to Active when saved.
   
    
   
   
3. If the State is Active, update the field to reflect the current status of the incident according to the Incident States table. 
   
   
   
   
4. 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.
   
   
   
   
5. If the issue persists while the current State is Resolved, change the state back to the appropriate state. 
6. If the issue persists, but the State is Closed, you cannot reopen that same incident!
7. 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.