you will need to open it from DB. But do you have REQ dependency on this incident?
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Have you tried below steps:
- Open a closed incident.
- From the Navigation pane, select Functions > Re-open incident.
A new Incident Request form appears with a new incident number. The basic details from the closed incident are copied to it and a relationship is created between the new and closed incident request.
- Anyone with Incident Master permissions, or anyone with Incident User permissions belonging to the Incident Assigned group or the Incident Owner group can use the Reopen Incident function to reopen a resolved incident request.
PFB SS for more details:
I checked this but this would create new incident referencing old incident.
"A new Incident Request form appears with a new incident number. The basic details from the closed incident are copied to it and a relationship is created between the new and closed incident request."
If SR is involved then once you update incident status from DB, do following to update SR.
Go to SRM:AppInstanceBridge
Search with App Request ID = INC000222
Change AOI Status to In Progress and save. this would reopen SR.
1 of 1 people found this helpful
Other option than DB changes.
Export incident record with below field.
Entry ID (Entry ID) - 20
Status* (Status*) - 20
Status_Reason_Hidden (Status_Reason_Hidden) - 20
StageCondition (StageCondition) - 20
CurrentStageNumber (CurrentStageNumber) - 20
CurrentStage (CurrentStage) - 20
Export in file. You will see sample data like this.
Modify status to 1 - Assigned or 2 - In progress.
Clear value for Status_Reason_Hidden . set it ""
CurrentStageNumber - 2
Save the file and import using import tool.
Handle Duplicate Request IDs By: Update Old Record with New Record's Data
Match Duplicate Requests By: Request ID
Once incident status is updated then update in SRM:AppInstanceBridge form to update SR
Yes, I do have the REQ dependency. Also, reopening the Incident with Functions - Re-Open Incedent will create a new one and will not change the one of which I would like to change the status.
Try above suggestion I have pasted
2 of 2 people found this helpful
Do you actually only wish to change incident's status from Closed to some other value (e. g. Assigned)? If so, look for record describing such transition in SYS:Status Transition Rules (e. g. 'Reference Form' = "HPD:Help Desk" AND 'From Status' = "Closed" AND 'To Status' = "Assigned") with appropriate role (it may show up only with 'System Role' = "General Access", which would mean that it applies to everyone) and set its Status to "Offline" because rules prevent transitions instead of enabling them. This should allow users acting in previously prevented role(s) to manually perform that status transition, so if you plan on keeping it "Offline", make sure to add cloned records for all roles which shouldn't be able to and keep those "Enabled".
Thank you for the answer! I managed to "unlock" the Incident.
So you enabled the rule from status transition form and reopened the incident? Did that reopen SR?
Yes, it did reopened a Service Request. Also, changing the status of the Incident to "In Progress", also changed the status of Task which was related to the incident (that is why the question has been asked in the first place). I didn't used the Incident Export solution, because I didnn't knew where I can find option to export it.