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Re-opening Resolved Incidents

Does anyone know if it is possible to re-open a resolved Incident in Status Page? I know this isn't best practise and once an incident has been resolved, any further occurrence of the issue should be a new incident, but surely there should be/ is a mechanism to re-open if done in error?

 

Any guidance would be appreciated, thanks!

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Jesse Klein Atlassian Team Jun 24, 2021

Hello Kishan,

This is Jesse from the Statuspage support team. Unfortunately, there is not currently a way for this to be done. We have made this by design to not allow an incident to be updated after it has been resolved. The reason for this has to do with transparency to subscribers. We think that it would make more sense to open a new incident in this case and highlight the error instead of reopening the incident.

That being said, I do know we have a feature request open to make changes so if there is enough interest, engineering can take another look at making this a feature. Thanks for the question!

Thanks for the response Jesse. That's a shame, whilst I can understand that reopening a previously closed incident can be confusing for subscribers, if re-opened within a reasonable timeframe (<1 hour) I think it's less confusing than creating a new incident with the same reference number. This also means there's no impact from a reporting perspective as well, especially if there are certain obligations / commitments for auditing purposes.

Interesting point about the feature requests. Is there a way to view / vote on these? Thanks

Jesse Klein Atlassian Team Jun 24, 2021

Totally understand Kishan,

We do not have a public Jira for raising and voting these requests but I have already added this to the ticket we have open for engineering. If you have access to raise support tickets, you may also request it there and we can link that ticket to the request. Thanks for sharing your information. If you have any other questions, I would be happy to help.

Regards,

Jesse

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