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.