Is that a customized version of the ITSM Incident form or is a completely custom form? If the latter then as a long-term solution I would suggest that you get buy-in to add Resolved as a value in the Status menu and build workflow as mentioned before to auto-close Resolved tickets after an interval of time. This will be a major change to the process flow but may be worth the effort.
The best way to do this is to use the utility which allows you to insert a new value in an enumerated field and will adjust all existing records in the form as needed to accommodate the change. I can’t remember the name of the program off the top of my head, I thought it was something like arselchg but that isn’t quite right. I am sure someone else on the list will know the correct name though. -Rick From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Omega LiPO Sent: Thursday, September 11, 2014 8:57 PM To: [email protected] Subject: Re: Resolved Tickets ** Hi JD, you are right, agreed with you. The reason is that the customised form, don't have the resolved status, and jumped yo closed. No one knew why that was done long long time ago. I am still struggling to INSERT back the status , or build the "reborn" button. Hi Joel, Your guessing are right, too. The customer got a system tight-in so don't want to change the initial-ticket-id, so as to "highlight" the lengthy outage time. The engine don't want repeat cases, we all knew how-troublesomely about the repeat cases to management. So, I need to fix the situation, and thanks to have this arslist for mind-sharing. Any other suggestions are welcome. Thanks, Omega LiPO [email protected]<mailto:[email protected]> ________________________________ From: Joel Sender<mailto:[email protected]> Sent: 12/9/2014 3:16 To: [email protected]<mailto:[email protected]> Subject: Re: Resolved Tickets ** I agree with the previous responses: Closed is Closed – no re-opening. It sounds like you have a REQUESTER issue. Insisting upon re-opening the original will actually work against the Requester. A new, related case will first have to determine if the SAME problem has resurfaced. If the problem was, for example, the inability to print, the root cause may originally be ‘out of paper’, But the next occurrence could have been a lack of ink/toner, unplugged cable, or a broken printer. Even if it’s the same symptom & root cause, a new ticket will create MORE visibility of a repetitive Problem than a re-open. Of course, if they insist and pull rank, open a Change Request to become LESS ITIL compliant & see what happens ;-) HTH, Joel Joel Sender [email protected]<mailto:[email protected]> 310.829.5552 From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of JD Hood Sent: Thursday, September 11, 2014 11:17 AM To: [email protected]<mailto:[email protected]> Subject: Re: Resolved Tickets ** "...Thus, thinking to have a super button called "reborn" to allow super-admin to rollback , only the status, to 1-step before closed status, likely pending or wip. I knew it is "evil", but... Any good suggestion, except open a new ticket. .." Well, when set to resolved, a timer initiates that will cause the system to automatically close the ticket after a number of days that you can configure (5, 10, 15, whatever # of days). In the meantime, the customer is sent a notification that the ticket is resolved and they should confirm the resolution. You can even add to the notification that the ticket will auto-close in "x" days to *remind* the customer. If they DO contact you within the time period and say the problem persists, then you can re-open from "resolved" (as it hasn't auto-closed yet). If they do not recontact you within the time period, the system automatically closes the ticket and you don't have "resolved" tickets sitting around forever. If they contact you after the resolved time limit expired and the ticket was auto-closed, then they *truly* need to open a new ticket. This should not be an issue as the new ticket can be related to the original and/or even *created* from the original. All of the above is available "OUT OF THE BOX" without any Dev-Studio/Development customization required, in the current version of Remedy ITSM. The alternative is that you have tickets sitting around in a resolved state potentially forever, forgotten and buried waaaay down in the results lists of years gone by. Besides, if there are more than "x" days between occurrences with no issues in between, is it truly the same incident or a (wholly separate, or recurring, or related) incident? Maybe it is, or maybe it isn't... I'm not sure of your situation... At some point, the business should be able to declare a ticket closed. Period. Fini. Done. I see no compelling business reason to re-open a "closed" ticket when you can leave them in "resolved" with ample opportunity for the customer to confirm and re-open within a *reasonable* amount of time. So, given all of the above, can you share the reason why your customer *must* be allowed to re-open a "closed" ticket? Thanks! -JDHood On Thu, Sep 11, 2014 at 11:41 AM, Omega LiPO <[email protected]<mailto:[email protected]>> wrote: ** Agreed, resolved:yes, closed:no. But... My client workflow, don't have resolved status. Thus, thinking to have a super button called "reborn" to allow super-admin to rollback , only the status, to 1-step before closed status, likely pending or wip. I knew it is "evil", but... Any good suggestion, except open a new ticket. Many thanks, and sorry for shifting the original question. ________________________________ From: Rick Westbrock<mailto:[email protected]> Sent: 11/9/2014 23:30 To: [email protected]<mailto:[email protected]> Subject: Re: Resolved Tickets ** I believe that you must open a new ticket and related it to the closed ticket. That helps build a history and provides impetus to possibly create a Problem record. I assume that you plan on re-opening the ticket by exporting to an ARX file, massaging the data and importing back into the system but I can’t tell you what side-effects that might cause. -Rick From: Action Request System discussion list(ARSList) [mailto:[email protected]<mailto:[email protected]>] On Behalf Of Omega LiPO Sent: Thursday, September 11, 2014 8:02 AM To: [email protected]<mailto:[email protected]> Subject: Re: Resolved Tickets ** What-if re-open a closed ticket insisted by customer as the symbol re-occurred. A bit of from the headline. Any suggested on rollback the status. Or any gotcha? Please be advised, many thanks // Omega LiPO ________________________________ From: Rick Cook<mailto:[email protected]> Sent: 11/9/2014 21:47 To: [email protected]<mailto:[email protected]> Subject: Re: Resolved Tickets ** Yes. Rick Cook On Thu, Sep 11, 2014 at 6:36 AM, Roger Nall <[email protected]<mailto:[email protected]>> wrote: ** For all of you working with ITSM Remedy, can a Resolved ticket be re-opened? Thanks, Roger A Nall _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ ________________________________ [http://static.avast.com/emails/avast-mail-stamp.png]<http://www.avast.com/> This email is free from viruses and malware because avast! 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