(SM) Support Tip: How to workaround the inability to reopen a closed Incident from an Interaction

Service Desk Interactions with a Notify By value of Telephone will set set the Interaction to Callback when the linked Incident is closed. However, the ability to reopen the Incident from within the Interactions Required Actions does not exist. Users are presented with a Closed Incident with no ability to reopen it.

The following steps will work around the problem while R&D works on providing a permanent solution.

1. Create a new RuleSet with the following:

Name: im.reopen
Available as Action: true
Name: Reopen Incident
Table name: probsummary
Rules: Call a Process "im.reopen"

2. Copy the Workflow "Incident" - along with the RuleSets - and give it a new name

Select the Phase "Closure" in the chart.
In tab "Action", add one action:
Id: Reopen
Action: Reopen Incident
Location: Tray
Action Condition: $G.ess="false" (select Variable $G.ess equal Value false)

3. Assign the new Workflow
4. The ability to reopen the closed Incident is present