WiscIT - Reopening an Incident

When can an incident be reopened?

An incident can be reopened only from a resolved status. An incident closes automatically if it has been in a resolved status for 10 business days. Once an incident is closed, it cannot be reopened.

How to reopen a resolved incident

Once you have opened a resolved incident in WiscIT:

1. Change the status from Resolved to antoher valid status, e.g. "Active" or "Needs Attention"

2. Save the record.

3. Complete the prompt "Enter Notes for the backed out resolution" and Click OK.

4. Three automatic actions will take place:

   • A journal will be created that contains the "Old resolution notes".

   • The resolution details field will be cleared.

   • A journal will be created that contains the "backed out resolution" reason.