Skip Navigation
Expand
Setting a time limit on re-opening a solved incident
Answer ID 190   |   Last Review Date 09/09/2019

Can a customer always re-open and update a solved incident, or can I set a time limit?

Environment:

Setting a time for re-opening Incidents
Customer Portal (CP), Page Conditions
Oracle Service Cloud

Resolution:

You can define a reopen deadline to indicate how long an incident can be updated after it has been set to a solved status. If the incident has been solved for a longer period of time, the end-user cannot reopen the incident and instead must submit a new incident.

When viewing an incident from the Account - Support History page, an Update button displays on the page if the end-user can add a thread to the incident. If the reopen deadline has passed, the Update button is removed from the page.

If the customer responds via email to a solved incident that has been solved longer than the time specified, a new incident is created and the text "Incident created due to reply to expired incident yymmdd-xxxxxx" is automatically entered by the system to indicate why it generated a new incident instead of updating the existing record.

The specific approach for configuring how long solved incidents can be updated depend on which end-user pages your site is using. 

In the CP files to allow users to reopen incidents at any time, regardless of the incident's age, you need to remove the following lines of code from the details.php file located at account/questions/detail.php:

<rn:condition incident_reopen_deadline_hours="168">  (the numeric value here may be different for you)

And

  <rn:condition_else/>
            <h2 class="rn_HeadingBar">#rn:msg:INC_REOPENED_UPD_FURTHER_ASST_PLS_MSG#</h2>
        </rn:condition>

It is necessary to remove all of these lines to avoid errors on your page.  Once you've made this change, you will need to publish your customer portal page set for it to be live.

Note:  The MYQ_REOPEN_DEADLINE configuration setting is no longer valid when using the customer portal end user pages.  However, this setting is still used by WAP and Techmail. MYQ_REOPEN_DEADLINE configuration setting still applies to Techmail updates no matter what version you are on - if you are on CP you need to change this setting and your end user pages.

This configuration setting specifies the number of hours after which an incident cannot be reopened by the end-user. A value of '-1' disables this setting. A value of '0' prevents closed incidents from being reopened. Default is 168 (or 7 days).

Path to setting(s): Select Configuration from the navigation area > Site Configuration > Configuration Settings > and search by Key.

For more information on accessing the Configuration Editor and editing settings, refer to Answer ID 1960: Editing Configuration Settings.

For additional information, refer to the 'Applying Page Conditions' section in online documentation for the version your site is currently running. To access Oracle Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud Products.

Available Languages for this Answer:

Notify Me
The page will refresh upon submission. Any pending input will be lost.