Neurons - Reopening an Incident

This article explains how to reopen incidents within Ivanti Neurons.

Neurons - Documentation Hub

To Reopen an Incident

  1. Go to the incident you want to reopen. 
  2. Click the Re-Open button at the top of the incident dashboard.
  3. Enter a note for why the resolution is being reversed.
  4. Click OK.
  5. Save the incident. 

NOTE: 

  • You can only re-open Resolved incidents. 
  • You cannot re-open Closed incidents.
    • If an incident is closed, check to see if a new incident has already been created for the user's issue.
    • If a new incident has been created then mark the closed incident note as read and save (this will remove it from the resolved/unread search).
    • If there is not an existing incident for the issue reported in the closed incident, please create a new one and copy/paste all important information over from the closed to the new. 


    Keywordsreopen, closed, incident, invanti, ivanti, cherwell, sherwell, evanti, nurons, nuerons, nirons   Doc ID130517
    OwnerIsaiah B.GroupUW-Milwaukee Help Desk
    Created2023-08-22 11:56:58Updated2023-10-19 10:12:38
    SitesUW-Milwaukee Center for Excellence in Teaching and Learning, UW-Milwaukee Help Desk
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