Is It possible to reopen interactions in HPSM
Could please suggest us to create reopen option in interactions when it gets closed We have created in display option REOPEN in cc.edit.incidents display screen same as reopen button in incidents Once if we click for REOPEN Button ,Interaction is not getting reopened.
Can we make Reopen option works in interaction?
If it is could you please suggest the steps how to achive.
Thanks & Regards,
You can do this requirement in intercation module.
in the display option in the action type "do nothing".
and in the pre rad expression open in $L.filed="reopened".
then once you click on the display option the status will change to "reopend"
If you want to enable the reopen for interaction then you have to do few more activities. like adding the reopen status in table 'ModuleStatus", modifying the underlying GlobalLists, adjust and configure SLA/SLO.
To enable reopen you should create a new process and map it to ‘reopen’ action in State record ‘sm.view’. By process by just click on reopen it will save as well as change the required field values along with capture of historic activities.
It will give you better control and easy to maintain.
Would like to mention that as per ITIL practices it is not recommended to have Reopen for Interaction module.
Assign Kudo, if found post useful and mark it accepted if solves the issue.
Hi SM experts, kindly help to provide the steps how can i configure in hpsm .
when ticket got resolved status and phase review .
same all message not helpful please help me to same .
I'm not sure which SM Version you use. I simply checked SM9.52 as example.
For both Out-of-the-box workflows
"Incident" (table probsummary)
"ServiceDesk" (table incidents)
there is no option to "re-open" closed records.
You can use "Copy record" for closed records but you cannot reopen them.
as Piku already mentioned:
per ITIL practices it is not recommended to have Reopen for Interaction module.
Same for Incident module.
For SM with Process designer, you can add a manual transition between your Closure phase and the phase where you want your ticket to get to. Call it "Reopen" then in the transition make sure to change some field contents:
open, flag, status and other fields that your workflow may be using.