Edit Incidents in Closed Status

The Edit Incidents in Closed Status feature allows users to update incident details even after the incident is marked as closed, eliminating the need to re-open it. This ensures that quick corrections or additions can be made without disrupting workflow history. However, if an incident is reopened, its status changes from Closed to Resolution, and when it is closed again, a new close date is assigned.

Follow these steps to Edit an Incident in Close Status:

1. Navigate to the Incident Queue page and choose the closed incident you want to edit.
2. On the Incident section, select the pencil icon to edit the Incident Details.
3. When the confirmation message appears, click Yes to begin editing the necessary information.
4. The users can also edit the other limited section information.
5. In addition to the Incident Details, you can also update certain limited section information.

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