The NHSmail Helpdesk Self-Service enables the ticket submitter to re-open a ticket should the need arise. Tickets can only be re-opened that reside in the ‘Resolved’ status. Any tickets that consist of a ‘Closed’ status cannot be re-opened and will require a new ticket to be raised.
To re-open a ticket that has been placed in a ‘Resolved’ status, the following actions should be performed.
- Select the desired ticket from the ‘Open Tickets’ section (Please revert to section 4 for more details).
2. Select the ‘Reopen Incident’ button towards the top left of the page. Once selected, you will be prompted to add a reason for reopening the ticket via the ‘Additional Comments’ field shown below. Once a comment has been added, select the ‘Reopen Incident’ button again to reopen the ticket.
3. Once the ticket has been successfully reopened, the ticket status will change to ‘Active’.
