You can reopen an incident if an issue reoccurs or requires further action after resolution. Reopening an incident eliminates the need to create duplicate incidents when work resumes on previously-resolved issues. A reopened incident retains all incident context, notes, and history while enabling flexible assignment options.

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Availability
Reopen Incidents is available to all pricing plans, except Digital Operations (Legacy).

ITSM Integration Support

Integration	Support Status	Behavior
Jira Server	Supported (Configuration Needed)	Reopen is an event that you can map to a Jira status. Simply configure the Reopen step to the corresponding Jira status field. Jira project workflows must allow a transition from Closed to Open or In Progress, based on your integration status mapping. If this transition is not enabled, the Jira issue will not reopen when the PagerDuty incident is reopened. For more information, refer to Jira: Allow issues to be reopened.
Jira Cloud	Partial	When you reopen an incident, the linked Jira work item moves to the status mapped to Triggered. All other mapped incident fields, including notes, priority, and subsequent status changes, continue to synchronize to the associated Jira tickets, even after reopening the PagerDuty incident. Jira project workflows must allow a transition from Closed to Open or In Progress, based on your integration status mapping. If this transition is not enabled, the Jira issue will not reopen when the PagerDuty incident is reopened. For more information, refer to Jira: Allow issues to be reopened.
ServiceNow	Not Yet Supported	Customers with this integration will have the feature disabled by default within Account Settings. Linked ServiceNow incidents only reflect the earliest resolution date of the PagerDuty incident. Linked ServiceNow incidents only reflect the original assignee even after a reopen. Reopening a ServiceNow incident creates a new, linked PagerDuty incident.
ServiceNow CSM	Partial	Does not yet support reopening as an action from the ServiceNow CSM side. Incident status and any other synced data continue to sync after reopening.
Salesforce	Partial	Does not yet support reopening as an action from the Salesforce side. Incident status will correctly reflect within the Salesforce integration, even after a reopen. Syncing mapped fields will continue to work even after a reopen.
Zendesk	Partial	Does not yet support reopening as an action from the Zendesk side. Incident status will correctly reflect within the Zendesk integration, even after a reopen. Syncing mapped fields will continue to work even after a reopen.

Reopen an Incident

To reopen a resolved incident:

Navigate to the desired incident in PagerDuty.
- You can find a resolved incident by navigating to Incidents All Incidents Resolved tab and using the available filters to locate the incident.
- You can also find a resolved incident by navigating to the service the incident belongs to and locating it in the Resolved Incidents list.
From the incident’s details page, click Reopen.
In the modal that appears, under Assignee, select a user or escalation policy to assign the incident to.
Note: The Assign to dropdown defaults to the service’s assigned escalation policy if you do not make a selection. When an incident is reassigned, it defaults to the most recently assigned escalation policy.

Select assignee(s) for reopened incident — Select an assignee for the reopened incident

Click Reopen to reopen and reassign the incident.

Once reopened, the following occurs:

If you assigned the incident to yourself, the incident's status updates to Acknowledged. Otherwise, the incident’s status updates to Triggered, and it notifies the assigned users according to their notification rules.
A Reopened label appears above the incident’s title while the incident remains open.
The incident timeline includes an entry stating the incident was reopened and assigned.

Reopened incident label above the incident title

Manage Reopen Incidents Settings

You can manage account-wide access to the Reopen Incidents feature in your Account Settings.

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Required User Permissions
Admins and Account Owners can manage access to the Reopen Incidents feature.

Navigate to User Icon Account Settings Incident Settings.
Under Reopen Incidents, you can toggle Allow reopening incidents to the on or off position.