There is a "Re-open Incident" link under the Functions menu (left sidebar) that appears on a Closed Incident in both 7.0 and 7.6. The link may not be visible if your account does not have at least a Support Group Lead role.
Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of SriSamSri Appecherla Sent: Friday, April 16, 2010 9:21 AM To: [email protected] Subject: Re: Reopened date does not get populated ** Hi Murtuza, The Re-open option is available under the Resolved option in the Process flow status. I find no Re-open option for a Closed ticket. Regards, SriSamSri Appecherla Mobile# +91 991 610 6008 On Fri, Apr 16, 2010 at 9:48 AM, Murtuza B <[email protected]<mailto:[email protected]>> wrote: ** I had the same issue, Raised a ticket with BMC. There reply was : "The Re-Opened date is only set when the Incident has been "Closed" and the User presses the Re-Open Incident link from the Nav. bar on the left of the Incident form. Moving an Incident from a "Resolved" state to an active state such as "Assigned" is not re-opening an Incident." Cheers, Murtuza. ________________________________ From: Action Request System discussion list(ARSList) [mailto:[email protected]<mailto:[email protected]>] On Behalf Of SriSamSri Appecherla Sent: 16 April 2010 08:15 To: [email protected]<mailto:[email protected]> Subject: Reopened date does not get populated ** Hi Listers, I have recently noticed on ITSM 7.5 (Patch 2) that when i change the status of an Incident from Resolved to Assigned (re-open ), the Re-opened Date does not get populated in the Incident. So, when does this Re-opened date get populated? Thanks in advance! Regards, SriSamSri Appecherla Mobile# +91 991 610 6008 _attend WWRUG10 www.wwrug.com<http://www.wwrug.com/> ARSlist: "Where the Answers Are"_ _attend WWRUG10 www.wwrug.com<http://www.wwrug.com/> ARSlist: "Where the Answers Are"_ Visit our website at http://www.ubs.com<http://www.ubs.com/> This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. E-mails are not encrypted and cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message which arise as a result of e-mail transmission. If verification is required please request a hard-copy version. This message is provided for informational purposes and should not be construed as a solicitation or offer to buy or sell any securities or related financial instruments. UBS reserves the right to retain all messages. Messages are protected and accessed only in legally justified cases. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org<http://www.arslist.org/> attend wwrug10 www.wwrug.com<http://www.wwrug.com/> ARSlist: "Where the Answers Are" _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
