Reopen an SRM incident

  • Release version: Xanadu
  • Updated August 1, 2024
  • 1 minute to read

    • Reopen a closed incident if you think the issue is not yet resolved.

    Before you begin

    Role required: Responder, Manager, or Administrator

    Procedure

    1. Navigate to Workspaces > Service Operations Workspace.
      You are taken to your SRM homepage.
      Note:
      If you have other SOW applications, and depending on your assigned roles, that homepage may not be the SRM homepage. It is the SOW homepage instead, with SRM alerts and incidents included in your metrics. In that case, to view SRM specific areas, select SRM modules from the left navigation pane.
    2. From the left navigation pane, select the reliability tasks icon (Reliability tasks icon).
    3. Find and open the incident you want to reopen.
      Check your filters if you don't see them.
    4. You have two options.
      OptionSteps
      In the incident list view
      1. Double-click the State field (or use the keyboard shortcut) for the incident and select from the list menu.
      2. Select OK.
      In the incident form
      1. Select a new State field value from the list menu.
      2. Select Save.
      For value choices, see SRM incident workspace.
      The new state is displayed in the incident list view and incident form and form header.