> For the complete documentation index, see [llms.txt](https://en.help.firstline.cc/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://en.help.firstline.cc/feature/crm/service-log/reopen-service.md).

# Reopen service

In some cases, even after the service is completed, the content may still need to be revised again.\
At this point, you can go to**the single-record view page**, click the "**Reopen**" button to reopen the service.

After reopening, the system will reassign the service to**the original primary service staff member**for review and further editing.

```mermaid
%%{init: {'themeVariables': { 'fontSize': '12px'}}}%%
flowchart LR
    A[Waiting] --> B[In Progress] --> C[Completed]
    C -->|Needs modification or additional handling| D[Reopen]
    D --> E[Reassign to Original Primary Owner]
    E --> B

%% Status colors
classDef waiting fill:#eeeeee,color:#000000,stroke:#666,stroke-width:1px,font-weight:bold;
classDef processing fill:#d9ecff,color:#000000,stroke:#3b82f6,stroke-width:1px,font-weight:bold;
classDef done fill:#dff5e1,color:#000000,stroke:#22c55e,stroke-width:1px,font-weight:bold;

%% Action nodes
classDef action fill:#fff7e6,color:#000000,stroke:#f59e0b,stroke-width:1px,font-weight:bold;

%% Apply
class A waiting;
class B processing;
class C done;
class D,E action;
```

### Why do you need to "reopen" a service

In older versions, the system allowed direct modification of completed service records. However, this approach could easily cause data confusion and also affect the accuracy of system statistics. Therefore, the new workflow changes to**first reopening the service, then making modifications**.

This design mainly serves three purposes:

1. **Ensure data accuracy**\
   By reopening the service through a standard process, the actual service time can be recorded more precisely, such as **SLA and service handling time**, avoiding data distortion caused by direct edits.
2. **Establish a clear scope of responsibility**\
   After reopening, the service returns to the primary person responsible for handling, avoiding situations where **Agent A directly modifies records completed by Agent B** , ensuring that responsibility and the source of records are clear.
3. **Support more system features**\
   Through a standard workflow, the system can provide more extended capabilities, such as an **API-based modification mechanism**, making system integration and automation workflows easier to implement.

### How to reopen a completed service

If you need to reopen a completed service, follow these steps:

1. Go to the service's**single-item view page**.
2. If the service status is**Completed**, a "**Reopen**" button will appear on the screen.
3. After clicking "Reopen," the system will**clear the original completion time**, and change the service status to**In Progress**.
4. The service will be reassigned to**the original primary person in charge**, and will appear again in their**service desk list**, making it easier to handle later.

### Frequently Asked Questions

#### How do I contact the customer again?

When the service is marked as**Completed**, the original conversation will automatically end. If you need to contact the customer again, you can click the "**Contact**" button in the service, which will**create a new conversation below**, making it easier to continue tracking and handling follow-up needs.

#### How can I tell whether a service has ever been reopened?

If you want to confirm whether a service has ever been reopened, you can check the**single service page**and view the "**event history**".

In the event history, the system will use a**timeline to record all important actions**, including the time the service was reopened and related actions. Through these records, you can clearly understand the service process and change history.

### Common scenarios

#### **After completing a service and handing it over to someone else for editing, how should it be handled?**

According to the standard process, to avoid contamination of data such as service time and handling records, before the service is completed, it should be handed over directly via "reassignment" to the person who actually handled it last to continue editing and complete the service.

It is not recommended to handle it by "completing the service first and then reopening it," because this adds extra steps and may also affect the accuracy of subsequent records and statistical data.