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How to Reactivate Incidents with SLA Information

 

In System Center 2012 – Service Manager, you can reactivate resolved incidents that have an associated service level objective. However, keep in mind that the original date and time that the incident was opened is preserved. Consequently, the time that elapsed while the incident was resolved continues to apply against the service level objective—possibly resulting in the service level objective being breached.

To reactivate an incident with SLA information

  1. In the Service Manager console, click Work Items.

  2. In the Work Items pane, expand Incident Management, and then click All .

  3. In the All Incidents list, locate a resolved incident that you want to reactivate, and select it.

  4. In the Tasks list, under <IncidentID – IncidentTitle>, click Change Incident Status, and then select Activate.

  5. In the Activate box, type a comment describing why you are activating the incident, and then click OK.

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