A problem investigation had been previously closed, because the risk was accepted, in favor of...

Vendor: ServiceNow
Product: CIS-ITSM
Update on: Jul 28, 2025
Questions: 170

ServiceNow CIS-ITSM Question Answer

A problem investigation had been previously closed, because the risk was accepted, in favor of using the workaround, instead of applying the fix. After a couple of weeks, the issue starts to occur more frequently, so management wants to re-visit the root cause analysis.

What would be the next step for this problem?

If 7 days has passed, since the Problem was closed, it cannot be re-opened

Problem Manager clicks Re-Analyze on the Problem record

Problem Assignee clicks Re-Open on the Problem record

Administrator clicks Re-Open on the Problem Record