SM 9.34 PD4 dont see reopen option in incident and problem
Looking at SM 9.34 with PD4, I logged in as all of the OOB Incident and Problem roles and in any role I dont see the ability to reopen any of the closed records, not even as falcon. So how do I reopen an incident or problem.
Reopen is not enabled in the out of box process designer modules.
To add reopen, define a transition from the close phase to an earlier phase. Add rules to the transition that will set status, reopen.time, etc. Keep in mind that if you set the reopen transition to move to the Categorization phase, at save the ticket may auto-transition to a later phase based on the automatic transitions defined in the workflow.