How to change the status of an incident, after it is "Confirmed"

[eric_forcier]

Hi, I'm new to ITSM and the client asking me how he can change the status of an incident, after he change it to "Confirmed".  Is there a way to change the status of an incident after it is set to "Confirmed"?  Or can I change the configuration of the Status field to allow that change?

Thank you

[Former Member · Accepted solution]

hi

I dont think, you can reopen the confirmed ticket by standard, but please try with the report CRM_SOCM_SERVICE_REPORT.

if not try with the status profile customization, remove the FINI settings from the confrimed status  also change the highest and low values also accordingly.

please try.

Thanks

Jansi

[eric_forcier · Accepted solution]

Hi, thanks Jansi.

Wher I go to do the Status Profile Customization?

Thank you.

[prakhar_saxena · Accepted solution]

Hi Eric

The answer is in below thread but it is not recommended.

Thanks

Prakhar