PURPOSE Reopening a request keeps related history together when the same issue returns. WHEN TO REOPEN Reopen when the same problem comes back shortly after a fix or when the resolution did not fully solve the issue. WHAT TO INCLUDE Explain what returned, when it returned, and whether the symptoms are identical or different. REFERENCE HISTORY Include the original ticket number if reopening is not available. BEST PRACTICE Open a new request only when the issue is unrelated or significantly different.