Reopen Resolved Issues

Once an Issue has been Resolved or Closed, it is not possible to edit any portion of the Issue until it has been moved back to an Open status. Depending on how the issue was resolved, additional steps may be required to reopen it properly.

To view your Resolved and Closed Issues click Issues in the Sidebar Navigation, select Issues, then click either the Resolved or Closed Tab to view only Resolved or Closed Issues. You can use the Search (a), Filters (b), or Group drop-down (c) to narrow your results.

When you've found the Issue you're looking for, click on it to view the Issue Details.

The process for reopening an Issue varies depending on how the Issue was initially resolved. Instructions for each of these scenarios are provided below.

• Resolved With Note
• Resolved via Service Entry
• Resolved via Work Order
• Closed Without Resolution

Resolved With Note

1. On the Issue Details page, click the Reopen button on the top right

2. Make any changes to the Issue if necessary.
3. Click the Resolve Button and choose whether to Add to Service Entry, Add to Work Order, or Resolve with Note.
   • If you've added the Issue to a Service Entry or Work Order, it will be resolved when the Service or Work Order is completed.
   • If you choose to Resolve with Note, add a note to the pop-up that appears and click the Resolve Button.

Resolved via Service Entry

If the Issue was resolved as part of a Service Entry, you need to edit the Service Entry to remove the linked Issue before you can make changes to it. You can see if the Issue was resolved via Service Entry in the Timeline card on the Issue Details page.

1. Click the Service Entry in the Timeline Card to view the Service Entry Details.
2. Click the Edit Button on the top right.
3. Scroll down to Issues and click the Resolved tab.
4. Locate the Issue to reopen and uncheck its checkbox.
   • If the checkbox is locked, the Issue was resolved via a Work Order. See the Resolved via Work Order section below for instructions.

5. Click the Save Service Entry button in the top right.
6. Return to the original Issue and make any necessary changes.
7. Click the Resolve Button and choose whether to Add to Service Entry, Add to Work Order, or Resolve with Note.
   • If you've added the Issue to a Service Entry or Work Order, it will be resolved when the Service or Work Order is completed.
   • If you choose to Resolve with Note, add a note to the pop-up that appears and click the Resolve Button.

Resolved via Work Order

If the Issue was resolved as part of a Work Order, you need to reopen the Work Order to reopen the Issue. You can see if the Issue was resolved via a Work Order in the Timeline card on the Issue Details page.

1. Click on the Work Order in the Timeline Card to view the Work Order Details.
2. Use the Status drop-down to change the status from Completed to an Incomplete status. This will reopen the Work Order and also reopen the Issue.

3. Return to the original Issue and make any necessary changes.
4. Click the Resolve Button and choose whether to Add to Service Entry, Add to Work Order, or Resolve with Note.
   • If you've added the Issue to a Service Entry or Work Order it will be resolved when the Service or Work Order is completed.
   • If you choose to Resolve with Note, add a note to the pop-up that appears and click the Resolve Button.

Closed Without Resolution

An issue may be Closed if there is no work to be done or it is not necessary to track the Issue resolution.

1. On the Issue Details page, click the Reopen Button.

2. Confirm by clicking the Reopen Issue button in the pop-up.

3. Make any necessary changes.
4. Click the Resolve Button and choose whether to Add to Service Entry, Add to Work Order, or Resolve with Note.
   • If you've added the Issue to a Service Entry or Work Order, it will be resolved when the Service or Work Order is completed.
   • If you choose to Resolve with Note, add a note to the pop-up that appears and click the Resolve Button.

5. Or, if you want to Close the issue again, click the More Actions Button and select Close.