ITSM - Incident Management

[Former Member]

Hi Experts,

How to re-open an incident in service desk ?

Is it possible , As of now after the incident goes to confirmed/completed state it is not allowing me to edit.

Kindly let me know how to overcome this case and re-open a closed incident.

Thanks in Advance !

Regards

Tej

[Former Member · Accepted solution]

Hi, Tej.

By default you can't re-open confirmed/closed incidents.

But if you want - you can go to transaction CRMBS02, choose your status profile, double click on status - and delete some business transactions:

BR,

Artem

[Former Member · Accepted solution]

Hi Artem,

Thanks for your solution.

I made the change document to "Allowed" and modified Edit settings thereby I could able to change the status.

Regards

Tej

[former_member603372]

Hi guys,

Another tips is the allow the status change (eg: changing the lowest and highest value), so that you can change to other statuses if needed, once you perform the the changes as per "Artem" above.

Regards

Shahul

[Former Member]

Hello Sandeep and Artem,

First of thanks for this solution, I was searching for the same feature and this post was very helpfull.

I am able to change closed documents and correct errors in the header fields.

Unfortunately the incident does not allow new text items to be added, which is quite convenient for me for example when someone forgot to mention something.

Do you perhaps know which business transaction is linked to: adding text items to a "Confirmed" document.

Thanks in advance!

Kind regards,

Wouter Huiberts