Reopen tickets for RMM outages

Use workflows and rules to reopen previously closed tickets for recurring RMM outages. Reopening a ticket preserves the outage history and improves reporting accuracy. When a ticket is reopened, the event is logged in the ticket.

Why reopen a previous ticket

Preserve historical context
Reopening a ticket keeps the full history of the outage. This continuity helps identify patterns in recurring outages and avoids splitting the incident across multiple tickets.
Reduce the number of tickets
Avoid cluttering the system with duplicate tickets. Reopening ensures the issue is tracked under a single ticket.
Improve reporting
Reopened tickets help measure resolution times more accurately. Creating new tickets for the same outage can distort metrics and make it harder to assess the true impact and responsiveness.

Create a workflow rule to update previous tickets

In this scenario, a ticket is reopened and updated when an RMM outage occurs on the same asset, is caused by the same failed check, and is for the same customer on the same day.

Set conditions

  1. Create a workflow rule for RMM outages.
  2. In the Condition section, select Previous Ticket - Title.
  3. Set the operator to equals '='.
  4. Enter the specific title for the recurring outage. Outage ticket titles are assigned as: <customer name> <asset name> <check name>
  5. Add another condition: Previous Ticket - Closed Date.
  6. Set the operator to equals '=' and choose Today as the value.

Define actions

  1. In the Actions section, choose the Update Previous Ticket action and add it to the workflow.
  2. Add another action: Set Property.
  3. Select Edit next to the Set Property action, choose Ticket Status, and set the value to In Progress.
  4. Save the action.
  5. Save the rule to apply the new conditions and actions to the workflow.