How to Reactivate a Resolved Parent Incident
Updated: May 13, 2016
Applies To: System Center 2012 SP1 - Service Manager, System Center 2012 R2 Service Manager, System Center 2012 - Service Manager
In System Center 2012 – Service Manager, the help desk analyst XE "Release Manager" can reactivate a parent incident, and then Service Manager will automatically activate all its child incidents, if the Service Manager administrator has configured Incident settings accordingly. This method of reactivating incidents can help the analyst quickly activate many child incidents. Use the following procedure to reactivate a parent incident.
Depending on parent incident settings in the Administration workspace, behavior of automatic child incident resolution and reactivation varies. For more information about automatic incident resolution, see How to Set Parent Incident Options in the Administrator’s Guide for System Center 2012 – Service Manager.
To reactivate a parent incident
In the Service Manager console, open the Work Items workspace, and in the Work Items pane, expand Incident Management.
Select the All Incidents view, and then in the list of parent incidents, select the incident that you want to reactivate.
In the Tasks pane, click Change Incident Status, and then in the submenu, click Activate.
In the Activate dialog box, in the Comments box, type a description of the reason that you are activating the incident.
Click OK to activate the incident and child incidents, if they are available and selected, and to close the Activate dialog box.
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