Overview
This release delivers updates to Incident Management v3, one improving flexibility for users managing incidents post closure, and one resolving a data access issue affecting the Related Incidents feature.
What's New
Reopen a closed incident directly from the incident detail page, with confirmation prompt and full audit trail
Related Incidents now returns only incidents the user created themselves, for users without the MyLocations permission
Key Benefits
Reduces reliance on support for incident corrections or post-closure amendments, saving time for managers
Ensures incident data is appropriately scoped to user permissions, supporting data access compliance
Reopen a Closed Incident
Users with Incident Management v3 permissions can now reopen a closed incident directly from the incident detail page, without needing to contact support.
Users can enable the Reopen Closed Incident feature under Role management in Admin > Security > Role Management:
MyIncidents_CreateViewEditArchiveReopenInprogressPendingReviewIncidentReviewOutcomesNeedCompleting
MyLocations_CreateViewEditArchiveReopenInprogressPendingReviewIncidentReviewOutcomesNeedCompleting
With MyIncidents, the user can only reopen incidents created by that specific user and with MyLocations, the user can reopen incidents from all the locations that the user has access to.
When viewing an incident with a status of "Incident closed," a Reopen incident button is now available.
Clicking it displays a confirmation prompt before any changes are made. On confirmation, the incident returns to the status it held immediately before closure, and all editing and progression options become available again.
Every reopen action is recorded in the incident history, showing the name of the user who reopened it along with the date and time.
Related Incidents — Restricted by Permission
We've made a behind the scenes improvement to how Related Incidents works. Users will now only see incidents that are relevant to them based on their permissions, ensuring that incident information is appropriately controlled.
