How to re-open a closed Helpdesk issue
If you need to re-open a closed issue (because the fault is actually NOT fixed even though it has been signed-off), click the Re-open button.
Confirm the reason for re-opening the issus and click the Confirm button.
The issue will be re-opened and relevant messages sent to the manager.
The event log for the issue will show a new event noting the re-opening of the issue.