Reopen Incident

Use case scenario: The Call acceptance editor is filled with logged user information (normally end user or customer) and description. An incident ticket already exists, it has been created and already closed. Now it needs to be reopened.

The following actions are involved in the process:

To reopen an incident:

1. Continue with the opened Call acceptance editor.

   It would be logical to try to locate the related incident ticket in the Tickets reference catalog, however the tickets in status 'Closed' are filtered out in standard Valuemation.

2. In such case, go to the catalog of all Incidents.
3. When you find the ticket, double-click to open it in the editor, check its content.
4. Click Reopen.

   The Incident status changes to 'Reopened'.

5. To start working on the ticket you need to accept it afterwards.

Warning: When you reopen a ticket, all information stays in ticket history. The only thing changing is the ticket status.