Reopen closed incidents

Question

Hello,

I noticed that we can reopen closed incident and set them back to Assigned, for example.

I have the "reopen resolved/closed incidents" option disabled.

Is this a bug or am I missing something? Closed incidents are supposed to be read-only. From a compliance view, this is terrible that anyone can edit information in a closed ticket.

Also, there is no need to have a resolved state, with the incident being closed after 5 days, if a closed ticket can be reopened.

Thanks a lot,

Fabrice

Fabrice77 · Answer

Thanks Sebring. I will create e feature request to have the option to be unable to reopen closed incidents.

SPSDude · Answer

[quote userid="288419" url="~/product-forums/solarwinds-service-desk-swsd/f/forum/93942/reopen-closed-incidents"]I have the "reopen resolved/closed incidents" option disabled.[/quote]You referred to this feature. That feature prevents end users from reopening tickets.

We do not currently have any means to prevent a technician from reopening a closed incident.

Fabrice77 · Answer

Hi Sebring,

Not sure to understand what you're saying.

I'm saying this is not normal to be able to reopen closed incident, and you say that this is intended to prevent requesters to reopen closed incidents... Sorry, I don't get it.

Thanks,

Fabrice