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Incidents reopening

Andrew Tasker

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We appear to be having an issue where Incidents are closing themselves after a user is reopening them having previously been resolved.  This seems to be occurring almost immediately as soon as the request is reopened, I've been able to rule out user error so I'm unsure why this would be happening?

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Without having access to your Business Processes it would be impossible to troubleshoot this, but the most likely explanation is that the status of the Request after being reopened is triggering logic in the Workflow that closes the Request.

The first step would be to review your BPM workflow to see what's happening after a resolved Request is reopened.

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