Service Desk Interactions with a Notify By value of Telephone will set to Callback status when the linked Incident is closed. However, the ability to reopen the Incident from within the Interactions Required Actions does not exist. Users are presented with a Closed Incident with no ability to reopen it.
The following steps will work around the problem.
1. Create a new RuleSet with the following:
Available as Action: true
Name: Reopen Incident
Table name: probsummary
Rules: Call a Process "im.reopen"
2. Copy the Workflow "Incident" – along with the RuleSets – and give it a new name
Select the Phase "Closure" in the chart.
In tab "Action", add one action:
Action: Reopen Incident
Action Condition: $G.ess="false" (select Variable $G.ess equal Value false)
3. Assign the new Workflow
4. The ability to reopen the closed Incident is present