Can You Reopen a Closed Incident in ServiceNow?

Incident management in ServiceNow is designed to ensure smooth operation and clear communication between IT service desks and end users. A frequently asked question among ServiceNow administrators and users alike is whether or not it's possible—or advisable—to reopen incidents that have already been closed. This article explores the feasibility, common practices, and considerations surrounding the reopening of closed incidents in ServiceNow.

Understanding Closed Incidents and Common Challenges

Once incidents are resolved in ServiceNow, they transition into a "Resolved" state, signifying that the IT team believes a fix has been provided. After a predetermined period, these incidents automatically move to a "Closed" state. By default, ServiceNow automatically closes incidents after a specific timeframe set in the system property glide.ui.autoclose.time. This mechanism is executed by a scheduled job called 'Autoclose Incidents,' which may work alongside business rules configured in the system.

Can Incidents be Reopened?

Technically, reopening closed incidents in ServiceNow is possible but requires administrative configuration changes, such as modifying ACLs, business rules, or UI Actions. However, ServiceNow best practices strongly discourage reopening incidents once they are formally closed.

Common Reasons for Wanting to Reopen Incidents:

• Users experience the same issue again shortly after closure.

• Administrators need to correct or add critical data retrospectively.

• Users or stakeholders demand incident data modification post-closure.

  
  

However, it's critical to examine why reopening closed incidents is generally considered poor practice:

• Impacts on Reporting and Analytics: Reopening incidents interferes with accurate metrics, trends, and problem identification processes.

• Process Integrity: Frequent reopening indicates procedural gaps and may lead to confusion, redundant work, and inefficient incident management workflows.

• Technical Complications: Reopening incidents bypasses associated workflows, SLA calculations, and automated rules.

  
  

Best Practices and Solutions for Handling Closed Incidents

Recommended Approach

Instead of reopening closed incidents, organizations should adopt these ServiceNow incident management best practices:

1. Define Incident States Clearly

• Resolved State: The IT team believes the issue has been addressed.

• Closed State: Verification that the issue is resolved by the end user or auto-closure after no response within a set timeframe.

  
  

2. Create New Incidents for Recurrences

If an issue reoccurs after closure, create a new incident linked to the original. This approach ensures accurate incident tracking, proper reporting, and streamlined problem management.

3. Utilize Dedicated Fields for Post-Incident Adjustments

If the primary reason for reopening incidents is data correction (e.g., adjusting actual start time), create reporting-specific custom fields. These fields can remain editable even after an incident has closed, controlled via Access Control Lists (ACL). Automated business rules can populate these fields initially, ensuring consistent reporting data even when manual updates are overlooked.

Practical Example:

• Create a custom field labeled "Actual Start Time" on the incident table.

• Set up ACL rules permitting specific roles to edit this field after closure.

• Implement a business rule to automatically populate this field upon incident creation.

  
  

Using Background Scripts for Exceptional Cases

If an isolated incident requires correction due to incorrect data or system errors, a system administrator should perform such corrections using background scripts rather than reopening incidents. This preserves the integrity of the incident management process.

When to Use Async Business Rules

If your use case involves background updates, such as logging additional details or triggering external integrations post-incident closure, consider using asynchronous business rules to prevent user experience disruptions. Async rules run in the background without impacting immediate user experience.

Conclusion

While ServiceNow technically allows reopening incidents, adhering strictly to ITIL and ServiceNow best practices strongly advises against it. Instead, organizations should enforce a clear distinction between incident states, utilize new linked incidents for recurrences, and use dedicated editable fields for post-closure adjustments.

Administrators facing pressure to reopen incidents should clearly communicate the potential drawbacks—including inaccurate reporting and workflow disruptions—to stakeholders. Adopting alternative best practices preserves process integrity and enhances overall service quality.

By following these guidelines, organizations can ensure their incident management processes remain efficient, accurate, and robust, ultimately providing better user support and clearer operational insights.