Basic Information:
If your issue isn't fixed like we thought, follow the instructions below to re-activate it. There are a few things to consider first:
- Tickets may only be re-activated for 14 days after resolved. If the ticket you want to re-activate is past this point, you must contact us and start a new ticket.
- Communicating to tickets that are resolved will not inform anyone and does not delay the closure of the ticket. You must re-activate a ticket for the tech to know your issue is still on-going.
- SD staff can re-activate a ticket for you if you contact us directly within the 14 days that the issue is not resolved.
Step 1: Find the Status Update email
When a ticket is set to 'resolved' an email is sent out to the user in the 'requested by' field, which is generally the primary user who had the issue. The email should say something along the line of "Incident INC0000001 is now Resolved".
Step 2: Open the email
The email should display basic identifying information in the ticket as well as two links. The one you want is in blue text and should say "Click here if your issue was not properly resolved INC0000001".
Step 3: Click the link to open a new email and send the email
Clicking that link will open a new email in your default email application with the main mailbox for ServiceNow pre-filled. Please include any additional information that is relevant to the ongoing issue, as well as the best times to contact you. Once you send the email it will automatically re-open the ticket and the tech will get notified that your issue was unresolved and they will contact you about it.
