Who is this article for?

Users who want to learn more about re-opening the closed incidents in the AMS.

Administrator permissions are required to perform the steps outlined below.

This article provides a step-by-step guide for client administrators to reopen closed incidents within the AMS tool.

1. Procedure to reopen a closed incident

1. Authenticate using the client administrator's account.
2. Log in to access the AMS tool.
3. Use the impersonation feature to operate on behalf of the client administrator.
4. Go to the Administration section.

2. Accessing the reopen incident tool

1. Within the Administration panel, select the Tools option.
2. Click Reopen Incident.

3. Searching and reopening the incident

1. Within the Reopen Incident interface, enter or search for the incident number provided by the requestor.
2. Once you locate the incident, select the Reopen Incident button.
3. The incident will be reopened and become available for further processing.

4. Final checks

• Verify the accuracy of the incident number to prevent errors.
• Ensure that only authorised client administrators perform this action.
• If the incident does not appear in the search results, confirm that it is closed and that the correct incident number has been entered.