Can a user re-open an Incident request in LiveTime?

Version 1

    Details

    PROBLEM
    User or Administrator would like to re-open an incident since the issue re-occurred.

    ENVIRONMENT
    LiveTime

    RESOLUTION
    LiveTime is an ITIL-Certified IT Service Management (ITSM) solution and accordance with ITIL, an incident cannot be re-opened and the user needs to create a new incident if the issue reoccurs.

    ADDITIONAL INFORMATION
    LiveTime Helpdesk edition offers you an option to re-open an incident but is not an ITIL-Certified ITSM. To compare features and capabilities between LiveTime editions, please visit http://www.HEATsoftware.com/en/resources/matrices/HEATsoftware-service

    For detailed information about LiveTime's PinkVERIFY ITIL 2011 Certified processes, see our ITSM Processes FAQ: http://www.HEATsoftware.com/en/resources/faq/HEATsoftware-service-processes


    Resolution

    PROBLEM
    User or Administrator would like to re-open an incident since the issue re-occurred.

    ENVIRONMENT
    LiveTime

    RESOLUTION
    LiveTime  is an ITIL-Certified IT Service Management (ITSM) solution and  accordance with ITIL, an incident cannot be re-opened and the user needs  to create a new incident if the issue reoccurs.

    ADDITIONAL INFORMATION
    LiveTime  Helpdesk edition offers you an option to re-open an incident but is not  an ITIL-Certified ITSM. To compare features and capabilities between  LiveTime editions, please visit http://www.HEATsoftware.com/en/resources/matrices/HEATsoftware-service

    For detailed information about LiveTime's PinkVERIFY ITIL 2011 Certified processes, see our ITSM Processes FAQ: http://www.HEATsoftware.com/en/resources/faq/HEATsoftware-service-processes