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Does emailing a Resolved incident in SCSM 2022 re-open the incident?

Heggie, Daniel 0 Reputation points
2025-03-26T04:32:08.4866667+00:00

Hi there, we have a new install of SCSM 2022, and are using exchange connectors to process emails and create incidents. I have noticed, when an existing incident is in a Resolved status, and then an email is sent to the integrated mailbox with the existing incident number in the email subject line, eg. [IR####] , the email is attached as a related item and an entry is added to the Action Log as an End-User Comment (as i was the Affected User who raised it), but the incident stays in Resolved status, and doesn't re-open. My question is, if this is normal system behaviour, and if there is an out of the box setting to auto-re-open Resolved incidents if they are emailed by the End-User ?

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A family of System Center products for managing incidents and problems.
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  1. XinGuo-MSFT 22,066 Reputation points
    2025-03-27T02:20:21.5066667+00:00

    Hi,

    In SCSM 2022, the behavior you're describing is indeed the default. When an email is sent to the integrated mailbox with the existing incident number in the subject line, the email is attached as a related item, and an entry is added to the Action Log as an End-User Comment. However, the incident remains in the Resolved status and does not automatically re-open.

    To change this behavior, you would need to customize the workflow. Unfortunately, there isn't an out-of-the-box setting to auto-reopen resolved incidents when they are emailed by the end-user.

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